New tech initiatives can be tough. A bad tech investment can really knock the wind out of the positive change you are working to achieve. According to Forbes, 70% of all digital transformation...
Anna Tsymbalist
Shelf Recognized as the Easiest to Use Contact Center Knowledge Tech by G2
Customer experience means everything to us. That’s why we were incredibly excited to find out that Shelf has once again received the top award for Easiest to Use product in the Contact Center...
Shelf Recognized as a Top Knowledge Product for Admins by G2
We want to say a special THANK YOU to our customers, who helped us gain the G2 awards for two straight quarters. We were especially thrilled to receive recognition for the highest Ease of Admin and...
2021 Outlook: AI, Knowledge Automation and the evolving role of Remote Agents
This article was originally published in Contact Center Pipeline, the magazine for contact center professionals. Already experiencing pandemic change, contact centers can expect even more in 2021,...
Contact center statistics you need to succeed in 2021
Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry,...
5 Innovative Customer Service Ideas for Managers
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...
Top Eleven CX Contact Center Influencers You Need to Follow
2020 is certainly one of the most fast-paced and challenging times for businesses and contact centers. In fact, things are changing so fast that failing to keep up or simply following a...
Agent Assist is Actually the Easiest Support AI Initiative Out There
The term “AI initiative” is often met with curiosity, and hostility. Companies and contact centers that have tested the waters know that an AI initiative is like an iceberg - with benefits peaking...
Why Providing Knowledge Doesn’t Mean You’re Resolving Issues
It took us 20 minutes to find this post on Reddit and yet companies take years to realize that providing content does not mean providing answers.Tips for reducing average handling time suggest: The...
Key Takeaways from Customer Complaints on Twitter
Customers hate waiting on hold, end of story. We all know that, it is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an...
19 Causes of Poor Customer Support and How AI & Automation Can Help
Shift starts at 9:00? Better be at your desk at 8:30 to login and reopen all of the tabs you need. Colleague needs help with a difficult issue? Thank goodness, your customer seems calm and can hold...
5 Quick Steps to a Better CX: Take Your Customer Support to a New Level with AI & Knowledge Automation
It’s a hard pill to swallow, but the current pandemic is one of those events that divides a lifetime into pre-COVID and post-COVID periods. And the best thing we can do as a global family is to...