Shelf Blog
Get weekly updates on best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
Artificial intelligence (AI) is transforming the way businesses operate across various industries, but the question remains: What jobs will AI replace? Where will AI provide new opportunities and challenges? Which industries will experience the most disruption? In this comprehensive discussion,...
Unstructured data is everywhere. From emails and video recordings to social media posts and customer chat logs, it makes up a significant portion of the information generated every day. Unlike structured data, which fits neatly into rows and columns, unstructured data is messy and doesn’t...
ChatGPT and other generative AI platforms are transforming how we access information, answer questions, and even create and interpret art. But there are limitations when it comes to performing more complex tasks like planning an event, or chaining multiple steps together like conducting buyer...
What’s the best search tool for your company? Can a tagging system help you find what you need? Is it the best way to organize your content? You’re not the only one asking these questions, and there’s a ton of money at stake in the answers. About $31.5 billion to be exact. That’s right:...
The list of knowledge management tools ideally designed to help an organization find and manage helpful information can be overwhelming. You probably can think of a handful of active software subscriptions in your company with some kind knowledge management component; these tools may be siloed...
Transforming your customer experience (CX) requires more than skilled customer service agents and advanced tools—it demands a streamlined, accessible system for managing knowledge. Contact center knowledge management ensures that agents and customers have immediate access to the right...
Data quality is more than just a buzzword—it’s the foundation of strong decision-making and the success of your organization. At its core, data quality refers to the accuracy, consistency, completeness, and reliability of your organization’s information. High-quality data means you can trust...
We rely on data to inform decision-making, drive innovation, and maintain a competitive edge. However, data is not static, and over time, it can undergo significant changes that impact its quality, reliability, and usefulness. Understanding the nuances of these changes is crucial if you aim to...
When it comes to managing data, unstructured data is the wild card. It’s messy, unpredictable, and doesn’t fit neatly into the boxes and grids we’ve relied on for years. Unlike structured data, which is easy to organize and analyze, unstructured data is chaotic—think videos, emails, images,...
Staying ahead of trends in knowledge management isn’t just about keeping up—it’s about gaining a competitive edge. As technology evolves and the workplace continues to change, your ability to adapt will determine how well you manage and leverage knowledge. In 2025, trends like AI automation,...
How can you improve agent productivity? You have access to so much technology as a customer support leader these days, yet studies show frustrated customers complain most about things like ineffective and slow customer support agents. If customer support technology is so good—the platforms, IVR...
Whether you’re making strategic decisions, optimizing processes, or developing artificial intelligence-powered solutions, reliable data is the foundation of meaningful results. Without it, even the most advanced tools and technologies fall short. But what exactly is data quality, and why does it...