About author

Hlib Shvets

Delivery Manager

With 9+ years in customer support and team leadership, Hlib specializes in scaling support teams, CRM implementation, and AI-driven optimization. He has led operations, coached teams, and improved performance across large-scale projects. At EverHelp, Hlib oversees support strategy for multiple clients. He has built a 62-agent team for Forma, delivering 24/7 support and managing over 135,000 monthly requests. His approach blends analytics, process design, and tech-driven efficiency.

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Hlib’s signature pieces

Customer Support

23 Dec

MIN READ

Zendesk’s Service Culture: The Customer Service Books Behind Success

Which customer service books do the giants follow? See the reading list behind Zendesk’s service culture success and find out what to prioritize.

Customer Support

18 Dec

MIN READ

Inbound vs Outbound Calls: Which Is Better For Your Business? [Free Audit Checklist]

Learn the distinct roles, metrics, and best practices for inbound calls vs outbound strategies. Use our management checklist to boost your ROI!

Technical Support

10 Dec

MIN READ

How to Structure Your Teams for Efficiency: IT Support Tiers Explained

Learn how customer service tiers optimize resolution times. Find out how to reach 83% CSAT by structuring your IT support teams.

Metrics

14 Apr

MIN READ

What Every Business Needs to Know About Preventing Chargebacks

Chargeback rate is an unavoidable metric for businesses. Read and learn how to reduce your number of chargebacks by outsourcing customer support.

Hlib Shvets

Hlib’s signature pieces

Zendesk’s Service Culture: The Customer Service Books Behind Success

Inbound vs Outbound Calls: Which Is Better For Your Business? [Free Audit Checklist]

How to Structure Your Teams for Efficiency: IT Support Tiers Explained

What Every Business Needs to Know About Preventing Chargebacks

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