Shelf Blog
Best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
6 Knowledge Management Best Practices to Benefit Your Contact Center
There is more content, on more platforms, in more locations, than at any time in the past. If you've managed knowledge in any context, ...
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How to Set Up Knowledge Management Roles and Responsibilities
In the middle of your company’s knowledge management strategy and need to get people organized? Even though people, content, strategy…and, yes, people make up the four pillars of knowledge...
Building an Agent Improvement Plan? 5 Tips for Contact Centers
You need to see improvement, but why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been...
Shelf Customer Success Manager Wins Top CSM Award
Stamford, CT — June 23, 2022 — Out of 18 finalists and 400 nominations from high profile SaaS companies, Shelf is excited to announce our very own Anna Kainova has won ChurnZero’s CS Advocate Award!...
Out of Date Knowledge Base? Here’s How to Fix This Problem
No one wants to discover outdated content. Maybe you just cringed after digging up that old PDF in your company’s knowledge base (with the old company logo) last updated in August 2016. You might be...
5 Innovative Customer Service Ideas for Managers
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...
10 Ways to Improve Agent Efficiency in Customer Support
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...
11 Revealing Contact Center Statistics in 2022
Leaders across all departments—including the contact center—are now dealing with hiring challenges AND problems with legacy technology just a few years removed from the 2020 pandemic. More contact...
Decision Trees 101: How Your Support Team Can Benefit
Do you know how much time your support team wastes each year finding answers to complex customer questions? Inefficiency costs companies more than you might realize: 516 million hours each year from...
![7 Top Knowledge Management Vendors in 2022 [by Category]](https://shelf.io/wp-content/uploads/2022/04/7-km_platform_blog_image_2-1080x650.png.webp)
7 Top Knowledge Management Vendors in 2022 [by Category]
Searching for the top knowledge management vendor is like searching for the top vehicle manufacturer—a simple search turns up countless recommendations. You can find a lot of best-this and best-that...
3 Tips to Avoid Common Knowledge Management Mistakes
Every contact center knowledge manager I’ve met knows the frustration of selling an IT initiative up the ladder only to have it rejected. You spend hours speaking to different vendors, comparing...
Shelf Stands with Ukraine
Shelf stands united with the Ukrainian people in the fight against the unprovoked Russian attack on Ukraine. Putin has stated that he wants to disarm Ukraine and end its democratic independence. We...
Shelf Wins 2022 Gold Stevie® Award for Sales & Customer Service
Stamford, CT – March 1, 2022 – Shelf announces today it has won a Gold Stevie® Award in the IVR and Web Services Solution category. Award winners for the 16th annual Stevie Awards for Sales &...