Case Study: Lowell Nordics cuts AHT and boosts FCR and NPS with Shelf

Lowell Nordics cuts AHT by 25% with Shelf

Lowell Nordics, a leading financial services provider, faced challenges in its contact center operations including poor quality information for agents, increasing caller wait times, and a lack of a single source of truth, which was causing a decline in customer satisfaction metrics like Net Promoter Score. To address this, they implemented Shelf's enterprise knowledge management system to create a unified knowledge hub and improve agent efficiency.

By deploying Shelf's platform and integrating it with their Genesys Cloud contact center, Lowell provided agents with faster, more accurate access to information. This solution led to significant measurable improvements: a 25% reduction in Average Handle Time, an increase in First Contact Resolution from 83% to 90%, and a remarkable 111% surge in Net Promoter Score, demonstrating Shelf's impact on both operational performance and customer experience.

Lowell Nordics