Special Report: Agent Assist for a Changing Contact Center

CCW and Shelf share the latest on a technology transforming contact centers

[ Key Takeaways ]

The white paper explores how AI-driven Agent Assist solutions can elevate agent efficiency, satisfaction, and customer experience in Contact Centers.

[ Overview ]

About the Guide

This white paper focuses on the pressing challenges Contact Centers face, exacerbated by the shift to remote work models. It highlights how fragmented systems and rising customer expectations contribute to agent frustration and high turnover rates. By implementing AI-driven Agent Assist solutions, companies can streamline access to knowledge, reduce training costs, and improve agent productivity and satisfaction.

“No matter how advanced the AI engine, an Agent Assist solution ultimately lives or dies by the quality of the knowledge base.”

What You’ll Get:

Gain actionable insights from the white paper, including:

Understand key challenges contact centers face, from fragmented systems to rising customer expectations.
Learn how Agent Assist solutions can turn these challenges into opportunities for efficiency.
Steps for consolidating knowledge assets and integrating AI with your existing systems.
Case studies and expert opinions on successfully implementing AI-driven solutions.

Special Report: Agent Assist for a Changing Contact Center: image 2

[ Quotes ]

What our customers say

“The Shelf solution is superb! We achieved a 25% reduction in average handling time in the first three months of going live with Shelf.”

“Overall, Shelf has been fantastic and the integration into our CCaaS environment was quick and easy. Some of my favorite functionalities are Answer Assist, the ability to integrate with a chatbot, search functionality inside of documents, and the multi-language capabilities.”

“Shelf has provided us with a solution to our knowledge needs. We now have a single source of truth that our advisors can look to when helping customers. Shelf is easy to use for both advisors and administrators, and we’ve seen improvements in a number of metrics since implementation.”

“I have been using Shelf for a long time and I am extremely impressed with its knowledge management and content organization capabilities. The product greatly reduces time and improves efficiency because there is no confusion about outdated or incorrect material.”

“Shelf is even better than expected, and it’s great to be surprised like that. Usually it’s the opposite. Search Copilot reduced handle time on our email queue by 80%!”