A knowledge management system is an organized way to store and retrieve knowledge using people, processes, and technology. It is the blueprint, the roadmap, or the structure for a company’s knowledge efforts. Knowledge management systems allow people in organizations to both document and access...
They say that knowledge is power. What’s even more powerful? If you deliver knowledge in a format that people can easily consume. Knowledge base articles may fit the bill for a time, but as you grow your needs may change. You should always look to present knowledge in an easy-to-use, digestible,...
Your call center agents are your organization’s frontline responders – the first point of contact between your organization and the customer (or, in some cases, potential customer). To the caller, the person on the other end of the phone line represents your company as a whole. It’s no...
Are you struggling to utilize the data collected by your company? Are you wondering how to improve the knowledge your organization manages and actually possibly reap the benefits of processing all this customer data? You’re not alone. Forbes estimates 95 percent of companies feel the need to...
Like it or not, your customer’s experience is everything. If your call center offers substandard customer service, service quality issues can significantly impact your company’s revenue if left unchecked. Think the customer experience doesn’t matter as long as you offer a good product?...
In the middle of your company’s knowledge management strategy and need to get people organized? Even though people, content, strategy…and, yes, people make up the four pillars of knowledge management, many leaders skip straight to the strategy conversations and save the team structure...
Before you build an agent improvement plan, ask yourself: why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been challenging. Companies like xtDirect had to reduce their agent count by 25% due to...
Stamford, CT — June 23, 2022 — Out of 18 finalists and 400 nominations from high profile SaaS companies, Shelf is excited to announce our very own Anna Kainova has won ChurnZero’s CS Advocate Award! Anna is one of only seven winners selected as part of ChurnZero’s CSM Appreciation Week in 2022....
No one wants to discover an outdated knowledge. Maybe you just cringed after digging up that old PDF in your company’s content (with the old company logo) last updated in August 2016. You might be thinking—wow…I sure hope a customer never sees that. Is it time to fix an outdated knowledge base?...
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 tap a coworker on the shoulder like they used to whenever a customer has a question. You need some...
Leaders across all departments—including the contact center—are now dealing with hiring challenges AND problems with legacy technology just a few years removed from the 2020 pandemic. More contact center agents are working remotely than ever before, managers are struggling to boost agent...
How can developing a call center decision tree help your team? Do you know how much time your support team wastes each year finding answers to complex customer questions? Inefficiency costs companies more than you might realize: 516 million hours each year from inefficient software alone according...