Shelf Blog
Best practices, trends, and news surrounding knowing management, AI and customer service innovation.
G2 Recognizes Shelf as “Easiest to Use” Contact Center Knowledge Tech
Customer experience means everything to us. That’s why we were incredibly excited to find out Shelf received a range of awards around our ease of use in the Contact Center Knowledge tech category in...
Shelf Recognized as a Top Knowledge Product for Admins by G2
We want to say a special THANK YOU to our customers, who helped us gain 6 G2 awards this fall. We were especially thrilled to receive recognition for the highest Ease of Admin and Ease of Setup in...
A Simple Formula to Measure the ROI of Knowledge Management
A customer of ours once shared, “Reps that have years of experience found it hard to trust AI-suggested answers at first—they just didn’t believe the right answer could be acquired that easily.” ...
Top Eleven CX Contact Center Influencers You Need to Follow
2020 is certainly one of the most fast-paced and challenging times for businesses and contact centers. In fact, things are changing so fast that failing to keep up or simply following a...
Agent Assist is Actually the Easiest Support AI Initiative Out There
The term “AI initiative” is often met with curiosity, and hostility. Companies and contact centers that have tested the waters know that an AI initiative is like an iceberg - with benefits peaking...
Why Providing Knowledge Doesn’t Mean You’re Resolving Issues
It took us 20 minutes to find this post on Reddit and yet companies take years to realize that providing content does not mean providing answers.Tips for reducing average handling time suggest: The...
451 Research Group Emphasized Shelf’s Innovative Role in the Market
We are thrilled to be recognized by the 451 research team, who emphasizes Shelf’s innovative role in the market as we continue to advance an AI-driven approach to managing company knowledge, which...
Shelf Wins CIOReview’s Best Knowledge Management Product of 2019
CIOReview conducted an interview with Shelf’s Head of Innovation, Sedarius Tekara Perrotta, where he dived into Shelf’s new approach to ensuring access to critical company knowledge, deemed...
Key Takeaways from Customer Complaints on Twitter
Customers hate waiting on hold, end of story. We all know that, it is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an...
5 Ways to Leverage AI and Agent Assist to Improve Customer Experience
This blog post was originally published on Genesys blog. The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be...
19 Causes of Poor Customer Support and How AI & Automation Can Help
Shift starts at 9:00? Better be at your desk at 8:30 to login and reopen all of the tabs you need. Colleague needs help with a difficult issue? Thank goodness, your customer seems calm and can hold...
5 Quick Steps to a Better CX: Take Your Customer Support to a New Level with AI & Knowledge Automation
It’s a hard pill to swallow, but the current pandemic is one of those events that divides a lifetime into pre-COVID and post-COVID periods. And the best thing we can do as a global family is to...