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.
The secret to providing customer service to millions on a declining budget
Imagine having over 150 million clients. Sounds like a great problem to have, except the "service" provided isn't one appreciated by those clients. And...
Three tips for getting customer service’s house in order for AI and automation
Artificial intelligence (AI) and automation continue to change the business landscape. Nowhere is this more apparent than in customer service. In fact, Forrester calls...
CRM: service for a bygone era
Things get better with time. It can be said for whiskey, cheese, and spaghetti sauce, and other examples abound. Home entertainment has gone from waiting...
Automation and AI only works with help from customer service agents
In her annual "megatrends" report, Kate Leggett, VP and Principal Analyst at Forrester Research for CRM and Customer Service, identifies three trends she sees...
Actionable analytics–not groundhogs–lead to better customer service
Groundhog Day. Occurring every February 2nd, it's a tradition-turned-holiday celebrated in the United States and Canada. It draws its history from the Pennsylvania Dutch superstition (derived...
Three reasons you need a customer service roadmap
It's very common for companies to maintain a roadmap of their products and services. They often include details from past releases, what's available currently,...
Building a customer service dream team
The Dream Team. The phrase sums up the idea of bringing a collection of the best individuals in a given field together to deliver amazing...
Get off the customer service hamster wheel
Growing up, I had a hamster. Its cage included a hamster wheel. You know the type: a circular wheel held on a stand, and...
Start 2020 off right with a focus on knowledge management
Customer service agents field inquiries from customers multiple times per day. Online communities overflow with customer questions. In both situations, these are often the same,...
The next evolution of customer service is coming–and it’s amazing!
Ideally, customers would never have questions or problems. Products would never arrive broken or fail. Instructions would be clear. Credit card statements would never be...
Resolve to improve customer service and experience in 2020
Customer service and customer experience (CX) have plenty of sobering statistics to consider. Two of my favorites: In 2017, 54% of customers had higher expectations...
Resolve to deliver more proactive customer service in 2020
The year is coming to a close. While the busy holiday season is still underway, it's not too early to start working on resolutions...
Butterball: a study in customer service, experience, and success
The holiday meal. If you are the chef, it's one of if not the most important meal of the year. And if you're the primary...
Bypassing one of the greatest barriers to amazing customer service delivery
If asked what frustrates most about customer service, people might respond with many possible answers. It could be agents with a bad attitude. It...
Set customer service agents up for success as Black Friday approaches
A famous television series kicked off with its first episode titled "Winter is Coming." This phrase ended up carrying more weight than just the...
Digital workflow: powering dramatic customer service and experience improvements
One definition of workflow is a sequence of steps involved in moving from the beginning to the end of a working process. The concept...
13 is the lucky number to improving customer service and experience
An estimated 10 percent of the U.S. population consider the number 13 to be unlucky. Not limited to the U.S., many countries around the...
Customer service: it’s not just a department
Customer service often finds itself working in isolation. Despite the importance placed on customer experience, companies are failing to act on critical customer...
So you want to use a ‘bot in customer service…
We're now in the final months of 2019. What have been the highs and lows so far? Have you moved the needle on CSAT...
Give your agents a real gift for Customer Service Week
Customer Service Week is next week. Established by the International Customer Service Association in 1984, it became a nationally recognized event through action by...