/Tag: Customer Experience

5 Ways to Leverage AI and Agent Assist to Improve Customer Experience

This blog post was originally published on Genesys blog.  The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be remote places incredible pressure on your communications and support processes. It's obvious that an employee just can't get up from their desk and ask their neighbor for an answer or flag down a supervisor. And if the answer isn't known and can't be found, as a customer, it's super frustrating to be placed on hold for what feels like forever. Not having the right answer has become more expensive than ever.  So let’s talk about solutions. Here are 5 new technologies  you can immediately use to improve [...]

By |2020-06-22T17:00:57+00:00May 27th, 2020|Categories: Knowledge Automation|Tags: , , , , |Comments Off on 5 Ways to Leverage AI and Agent Assist to Improve Customer Experience

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 on for 10 minutes while you research a completely different issue. Each day at work, your agents waste paid and unpaid time “filling in” this Bingo Sheet, which results in bad customer service, ineffective agents’ performance as well as unwanted friction around your brand. When your agents start winning this Bingo - your business starts losing customers. How This Happens When it comes to high quality customer service, speed is just as important as the accuracy of information. In a [...]

By |2020-05-21T11:28:41+00:00May 13th, 2020|Categories: Knowledge Management|Tags: , , , |Comments Off on 19 Causes of Poor Customer Support and How AI & Automation Can Help

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 figure out ways on how to pick up the pieces and move on to build a better, safer and less fragile world. The way Shelf contributes to this global cause is to make remote agents feel powerful, connected and equipped to accomplish their works faster and more efficiently. We are forced to be 100% remote and that puts incredible pressure on your employees and support processes. Reality is, when your customers have questions - your agent just can't get up [...]

By |2020-05-08T14:14:59+00:00May 6th, 2020|Categories: Knowledge Management|Tags: , , , |Comments Off on 5 Quick Steps to a Better CX: Take Your Customer Support to a New Level with AI & Knowledge Automation

How AI is Reducing Handle Time and Improving Customer Experience in 2019

Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective. It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue. In light of these facts, it’s little wonder that average handle time (AHT) is a leading indicator of the success of many contact centers. In an effort to reduce the time agents invest in finding solutions to customer problems, contact center managers have [...]

By |2020-06-04T11:06:38+00:00April 4th, 2019|Categories: Knowledge Management|Tags: , , |Comments Off on How AI is Reducing Handle Time and Improving Customer Experience in 2019
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