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.
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...
Improve Customer Service With A Planned Approach To Machine Learning
These days, it's hard not to run across a story in the news about machine learning (ML) or artificial intelligence (AI) announcing some new...
Driving Improved Customer Service With Role-Based Analytics
We're just over two weeks into 2018. Did you make any resolutions for yourself? Perhaps you want to get fit, eat better, or save...
The New Skills Needed For Superior Customer Service
When you hear the term "customer service skills," what comes to mind? Several soft skills might be the first thing you consider. A short list...
Resolve to Connect Customer Service To Other Teams in 2018
The critical importance of customer service has become increasingly clear to companies across industries. A survey by Forbes magazine found over half of respondents (59%) reported...
Resolve To Deliver Effortless Service in 2018
One of my favorite customer service quotes in 2017 was made by Charlie Herrin, executive vice president of customer experience at Comcast: “Customer service is…
Resolve To Deliver More Proactive Service in 2018
Among the trends predicted for customer service in 2017, a more proactive approach to service made the list. Depending upon the products and services a...
A Small Company Offers A Big Example Of Proactive Service
We live in a period of great expectations and instant gratification. We take for granted the ability to browse millions of items with overnight...
Four Tools To Help Customer Service Survive The Holidays
It's a short week for many in the United States as we head into the extended Thanksgiving holiday weekend. This means stress levels will...
How Are You Using Data To Avoid Customer Problems?
I was recently boarding a flight on an airline I had zero mileage status with. In addition, my ticket was non-refundable coach class. Of...
Three Ways To Avoid Customer Rage
I came across an article this week that immediately caught my attention: Top Takeaways From The 2017 Customer Rage Study. While the study itself is not...
Three Lessons From Superhero Team-Ups For Customer Service
In November, two superhero team-up movies are scheduled for release. You've probably seen your share of trailers for both of them–blockbuster movies don't fly...
Adding Machine Learning And Artificial Intelligence To Customer Service
Machine learning (ML) and artificial intelligence (AI) continue to dominate the news, as companies race to create and adopt solutions to increase speed and...
That Time A Lurking Financial Services Chatbot Nailed The Customer Experience
This past week, I was looking for some tax information related to 401(K) and Roth IRA accounts on the website for the retirement accounts provider...
3 Times “Machines” Took Customer Service Jobs And Created Better Work For Humans
Across the workplace, few aspects of business haven’t been affected by the growing use of machine learning (ML) and artificial intelligence (AI). The appeal...
When Customer Experience Fails, Service Management To The Rescue!
“Customer service is what happens when the experience breaks.” I read this quote by Charlie Herrin, executive vice president of customer experience at Comcast, in Multichannel...
Do You Offer Self-Service? Great – Now Keep It Relevant!
In the last few years, offering customer self-service has become not only a priority for businesses but table stakes in delivering customer service. Why?...
Three Steps To Transform From Reactive To Proactive Customer Service
In their Top Trends For Customer Service In 2017, Forrester Research reported "companies (will) sustain automated customer conversations ... (anticipating) needs by context, preferences,...