You Can Lower Call Handle Time by 25% With The Right Knowledge Management System

This post originally appeared on our partner, Genesys’ website.

Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A recent study from Arizona State University found that, back in 1976, only 44% of respondents were happy with the resolutions after approaching customer service representatives. Fast-forward to 2012, and researchers got the same results.

In a call center environment, average handle time (AHT) is a big factor in overall customer satisfaction. Customers who wait too long are more irritable and harder to appease. And real-time resolutions have less effect on a customer who’s already frustrated. Even with the most modern programs, call centers still struggle with AHT; however, managers can take some steps to shorten AHT without lowering customer service standards.

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Shelf Product Update – All-new Insights Platform

This product update covers a significant new product feature that takes the Shelf Analytics functionality to a whole new level. But before diving into the new Shelf Insights Platform, there are a couple of additional recent enhancements that are worth taking a quick look at.
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4 Tips to Get More Out of Your Distributed Team

Constant evolution of the modern day workforce has resulted in the practice and management of remote teams, for the better. We’ve seen standard offices and cubicles morph into company campuses and open-plan offices, and furthermore into completely remote working arrangements, which just may be the most productive of all. Continue reading “4 Tips to Get More Out of Your Distributed Team”

Using Gardner’s Theory Of MI To Your Advantage In The Workplace

Great leaders are not defined by their title, responsibility, or pay grade, but rather through their ability to bring people together as a team by appealing to their interests and needs individually. These leaders are constantly seeking out the best ways to support those working with or for him or her. Continue reading “Using Gardner’s Theory Of MI To Your Advantage In The Workplace”

Declutter Your Mind, Make Better Decisions

Take a moment to think about the decisions you’ve made today. Some may have felt automatic, like getting out bed or which freeway to take for your commute. Others may have required more complex thinking such as which vendor to work with, which candidate to hire for an open position, or which job offer to take. Regardless of the complexity, we are faced with making a ton of decisions each day. Even reading this article was a decision, and while many of these decisions seem automatic, the fact that our brains perform this magnificent function is awe-inspiring.  Our brain is like a muscle and every decision we make serves as an exercise for the executive function of the brain.

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Shelf CEO’s Article Featured on Fast Company

Sedarius Perrotta’s column featured on Fast Company’s Home Page.

Everyone on the Shelf.io team was extremely excited to see our CEO’s article featured on the home page of Fast Company this past weekend! In this column, Sedarius Perrotta talks about how the month he spent living with the Tucano tribe of the Amazon forever shaped his career and helped guide him on his entrepreneurial journey.

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