Shelf Blog: Customer Service

Learn how Shelf’s AI-powered Answer Assist resolves one of the biggest pain points for support centers by creating entry-level experts.

In this benchmark report, we present data reflecting the views of customer experience (CX) leaders who attended Call and Contact Center Expo in Las Vegas, NV from April 26-27, 2023. Participants completed a written survey asking about their contact center priorities, challenges, the future, and...

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...

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?...

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...

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...