Paul Selby

What’s your customer service roadmap?

Most companies maintain a roadmap of their products and services. It provides an idea of today's offerings, as well as where they are intended...

Isn’t It Time You Hacked Your Customer Service?

I was recently reading an article about using the hackathon format to test and develop non-software ideas. For those not familiar with the hackathon concept, they...

Identify and Respond to Product Recall Situations Faster with Connected Customer Service

Product recalls are an unfortunate and too common event. Recalls arise as a result of issues identified during use that were missed during product...

Three Ways To Simplify GDPR Requests in the Contact Center

As you're certainly aware, the General Data Protection Regulation (GDPR) officially went into effect on Friday, May 25th. The GDPR aims primarily to grant...

Is It True: “The Best Service Is No Service?”

"The best service is no service." An interesting phrase, this elicits many possible thoughts. Does it imply the complete absence of any kind of service...

Reap Big Benefits By Running Customer Service Like A Software Start-up

Last week, my employer ServiceNow held its annual customer conference. With over 18,000 attendees, it's an amazing week-long event. Among the many activities that...

Why CRM Struggles To Improve The Customer Experience

When I started my professional career as a frontline technical support analyst for a large software company, our call tracking system was essentially a...

Customer Self-Service Capabilities Aren’t Just For Customers

I write a lot about the importance and value of providing customers with self-service options. For one thing, customers prefer it. For another, self-service...

Three Tips for Winning At Proactive Customer Service from an Internet Service Provider

High-speed internet service is provided in most of the United States by only a few big providers. Where those providers serve, there also tends...

A Checklist for Superior Customer Service

Are you a list maker? I am. I love to make a list. The more lists, the better. And the satisfaction of checking things...

What’s the Cost of Disconnected Customer Service?

Much has been written about using customer service as a competitive advantage in business. It makes a lot of sense. When customers find products and services...

Three Technologies That Aid Agent Retention and Deliver Better Customer Service

The customer service agent is one of if not the most important asset in a service center. Unfortunately, the nature of the work makes...

Three Important Considerations for Customer Service Surveys

Can you go more than a few days without receiving a survey from one of the many companies you do business with? Companies are hungry...

Improving the Customer Experience Takes Behind-The-Scenes Work

Companies are putting more and more effort into identifying and addressing the trials and tribulations customers encounter when interacting with them to create the...

Poorly Planned Proactive Service Is Worse That Poor Customer Service

It's tax season in the United States. Despite the digital era we live in, completing your taxes yourself or with an accountant still means...

You’re Doing It Wrong: The New Customer Service Philosophies

For the last few weeks, I've been sharing some memories from my past running a call center and some of the ways in which...

You’re Doing It Wrong: What to Measure in Customer Service

Last week, I shared how early on in my career I managed a technical support and customer service center and service was considered a...

You’re Doing It Wrong: Why Customer Service Is More Than A Cost Center

Several years ago, I got my start in customer service in a call center for a major software corporation. I didn't start at the...

Driving New Savings and Growth with Superior Customer Service

The customer service function in many companies is regularly challenged to reduce costs while maintaining or even improving customer satisfaction. And how to get to...

Addressing Customers’ Issues Does Not Improve Their Experience!

This past week, I attended the Contact Center Week conference in New Orleans, Louisiana. This is one in a series of events they put...

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