Paul Selby
Paul Selby
I am a product marketing consultant for Aventi Group. Aventi Group is the first product marketing agency solely dedicated to high-tech clients. We’re here to supplement your team and bring our expertise to bear on your top priorities, so you achieve high-quality results, fast.
Don’t stop at customer service when you can deliver customer experience improvements
That's no moon. It's a space station.Obi-Wan Kenobi, in Star Wars To any Star Wars fan, that line should be instantly familiar. Hearing it, they'll...
Service operations: the critical piece to amazing customer service
When customers pick up the telephone or chat online to engage live with customer service, it's with an agent: a frontline customer service person....
Are we witnessing the evolution or the demise of the customer contact center?
Pre-pandemic, hearing the term "customer contact center" would probably elicit a vision of a large room filled with headset-wearing agents. The bigger the company,...
Digital-first or traditional customer service and digital transformation.
Forrester Vice President and Principal Analyst Kate Leggett blogged the emergence of what she calls "digital-first customer service solutions." These types of solutions are...
The time is now for chatbots in customer service
A few years ago, experts predicted a pandemic was coming. They saw the indicators and issues the warnings, and yet preparations weren't made. Credible predictions...
Three areas to improve for customer service work-from-home
Despite worldwide lockdowns and varied attempts at a return to regular life, the pandemic shows no signs of letting up. Though there is hope...
Three big benefits of aligning customer service with middle and back office
When you hear the term "customer service," what comes to mind? Your first thought is probably an office filled with customer service agents. They are...
Proactive customer service drives greater retention, loyalty, and stories like these
Disrupted travel Though each day brings new hope, the pandemic continues to keep much of what was once "regular life" on hold. Society is not...
Automation: keeping the lights on in customer service
As concerns of further spreading the pandemic took hold, many companies quickly moved staff home. Despite the many challenges this created, it allowed businesses...
Now’s the time to perform some customer self-service spring cleaning
With so much attention on COVID-19, it's understandable if the arrival of spring was missed. As the season to traditionally perform some home deep-cleaning,...
Reopening customer service: some considerations
As the world continues to navigate the COVID-19 crisis, a new chapter is underway. With new cases slowing and in decline, many countries around...
Digital workflows: the secret to keeping customer service viable during a pandemic
"When will things return to normal?" A check of Google search trends shows it's a common question these days. Not a surprise, given many...
Pandemic customer service journal: documenting lessons learned
Journaling (and the edgier bullet journaling). Some might call these the modern and adult term for keeping a diary. Regardless of which form you...
Time to measure and adjust: one month of pandemic-style customer service
As the COVID-19 virus spread, federal, state, and local governments in the United States looked for ways to slow it down. Social distancing proved...
The customer service best practices emerging from the pandemic
Social distancing. It's one of the key actions everyone can practice to battle the COVID-19 virus. And where is it particularly challenging to social...
A pandemic should definitely affect your customer service journey
Though it seems like a twenty-first century concept, would it surprise you to learn customer journey mapping first appeared as a concept in 1998?...
Three ways to keep customer service agents working from home engaged
The COVID-19 pandemic continues its spread. Healthcare workers around the globe are taking heroic measures to treat those affected as scientists seek to contain...
Customer service automation is now more important than ever
The COVID-19 pandemic has upended the world. As we wait for signs that the tide is turning, even well-prepared companies with business continuity plans...
An open letter on customer service during a pandemic
It's an understatement to say we are living in interesting times. Now declared a pandemic, the novel coronavirus COVID-19 is impacting everyone's lives. A...
2020: the year of the customer service chatbot
Turn back the clock a few years, and Gartner made a few bold predictions about the year 2020. It started in 2011, when they...