Paul Selby

Are your customers suffering from satisfaction survey fatigue?

Image by Mohamed Hassan on Pixabay Companies are obsessed with providing the best possible customer experience and for...

Your CSATs might be awesome, but your CX is in the toilet

Source: Pixabay.com Picture it. Multiple customer self-service channels are effortlessly providing answers to customers at...

Throwdown: chatbot vs. live agent chat

Image source: Pixabay.com The robots are coming for our jobs. That's been a persistent concern...

Those 30-second customer service calls are costing a fortune

Photo by Alexander Andrews on Unsplash It's not uncommon for companies to have many "small issues" that customers...

Applying the KonMari method to customer service

Photo by Ashim D’Silva on Unsplash It's about choosing joy.- Marie Kondo Such is the...

Flipping the script in customer service

Customer self-service's popularity continues to rise and companies invest in new tools to offer fast anywhere, anytime service. Customer contact centers are...

Using customer data to benefit and not abuse them

Photo by Samuel Zeller on Unsplash Customer data. Companies collect it at the time of purchase or during...

It’s the process–not the tools–that improve cust​omer experience

Photo by Kaleidico on Unsplash When life throws problems your way, it's natural to think you just need...

When overzealous customer service fails the customer

Photo by John T on Unsplash My son recently walked out to his car and found the front end damaged from...

Does your customer service only treat the symptoms?

Photo by rawpixel.com from Pexels When a person gets injured, it's common to start treating them by...

How will you serve customers better in 2019?

We are in the final weeks of 2018. Soon another year will be behind us. As you reflect on...

Chatbots: your private investigators in customer service

Source: Pixabay.com Was 2018 the year of the chatbot? Or at least the year they started to become...

Disconnected customer journeys create problems for customer service

Photo by Ahmed Muntasir from Pexels.com This past year, I had a lot of business travel. While travel...

Three places technology is slowing down customer service interactions

“I’m still here … apologies for the delay … my systems are really slow today.” When you contact customer service yourself, how often do you...

A dozen reasons your customer service agent retention might be faltering

Photo by JESHOOTS.COM on Unsplash I recently attended the ICMI Contact Center Demo conference. While I was there...

Raising the customer experience bar by mapping unexpected journeys

The opportunities for companies to provide amazing customer experiences are plentiful; the unfortunate fact is they are often overlooked. In this story, that's not the...

As the holidays approach, three ways to tune-up your self-service

It's the first week of November which means the ramp up to the holiday seasons has begun. Regardless of your company's industry, the holidays...

Four ways to promote knowledge management and reap the dividends

Every day, your customer service agents are fielding inquiries from customers. Similarly, your online community is overflowing with customer questions. Some of these might be...

The costs mount when customer service is disconnected

The unfortunate truth is that customer service often works in isolation. While companies realize its important role in responding quickly to customers problems, still...

Two reasons for customer service to embrace (and one to fear) the Open Data...

Despite living in a highly technical world, one of the greatest challenges companies face is collecting and maintaining customer data–demographics, products, usage, etc.–and then...

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