You need to see improvement, but 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...
Customer Support
Shelf Customer Success Manager Wins Top CSM Award
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!...
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...
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...
1 Solution to Prevent 19 Causes of Poor Customer Service
Shift starts at 9:00? Better be at my desk at 8:30 to login and reopen all of the tabs I need. Coworker needs help with a difficult issue? Thank goodness my customer seems calm and can hold for a...
How to Use AI to Improve Your Customer Experience (5 Examples)
This post was updated on May 27, 2022 to reflect industry best practices. It’s a hard pill to swallow, but the pandemic was one of those events that divided a lifetime into pre-COVID and post-COVID...
How to Improve Chatbot Performance via Knowledge Management
This post was updated on May 18, 2022 to reflect industry best practices. According to a recent study, 40% of millennials claim to use chatbots on a daily basis. This astounding number highlights...