Blog
How Knowledge Management Makes Chatbots Better
According to a recent study, 40% of millennials claim to use chatbots on a daily basis. This astounding number highlights the importance of AI technology in the commercial world. However, chatbots are inherently limited. These programs are only as smart as the rules and algorithms used in their creation. […]
Critical Security Considerations when Assessing Knowledge Management Software
According to a study by IBM, the global average cost of a single data breach amounts to $3.86 million. That is an average of $148 for each lost or stolen record containing sensitive and confidential information. This stat highlights the difference between products built for small teams and products built for enterprises. Although no product or service is fool proof, there is a significant difference in risk exposure with enterprise [...]
How AI Empowers Your Chatbots
Chatbots are quickly becoming an essential part of delivering customer service. According to a study by IT experts Spiceworks, up to 40% of businesses with 500 or more employees will have active chatbot or AI assistants by the end of 2019. These businesses have discovered the incredible benefits of using AI-related technology in their daily tasks. The right system improves customer interactions without investing in expensive overhead like manpower and [...]
Capterra by Gartner Awarded Shelf for the “Best Ease of Use” and the “Best Value”
New York, NY, April 15th 2019 --Today, Shelf announced that it was awarded "Best Ease of Use" from Capterra, which lists an array of Knowledge Management tools reviewed by real customers. Capterra which is owned and operated by Gartner is, one of the best-known software review sites, connects businesses with software that improves their operations. “For too long, knowledge management software has been viewed as expensive, clunky, and hard to [...]
The Next Generation of Knowledge Management Systems is a Game Changer for Your Contact Center
Knowledge Management Systems (KMS) may be the single most impactful technology to help centers improve performance because agents are at the crossroads of contact center excellence. An agent’s ability to answer pressing customer questions simultaneously impacts many key contact center metrics: The time it takes to answer questions, Handle Time The ability to resolve customer issues on the first call, First Contact Resolution The need for other people to be [...]
How AI is Reducing Handle Time and Improving Customer Experience in 2019
Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective. It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent [...]
You Can Lower Call Handle Time by 25% With The Right Knowledge Management System
This post originally appeared on our partner, Genesys’ website. Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A recent study from Arizona State University found that, back in 1976, only 44% of respondents were happy with the resolutions after approaching customer service representatives. Fast-forward to 2012, and researchers got the same results. In a call center environment, average handle time (AHT) [...]
Next Gen Knowledge Management Systems: Opening The Black Box
The contact center of the past is filled with unnecessary friction around their knowledge management system because it’s been hard to know what’s working and what isn’t. This makes administering them a guessing game that is both time consuming and ineffective leading to inaccurate, out-of date content that hurts the customer experience. Deloitte found that 62% of surveyed businesses recognized that customers use their call center experiences to determine which [...]
Shelf Product Update – All-new Insights Platform
This product update covers a significant new product feature that takes the Shelf Analytics functionality to a whole new level. But before diving into the new Shelf Insights Platform, there are a couple of additional recent enhancements that are worth taking a quick look at. […]
Biggest Contact Center Challenges and Priorities for 2019
The new year is a great time to set goals for the upcoming year. But what is the most important thing to work on, especially when it comes to managing a contact center? While some issues are constant, each year brings with it a new set of priorities to consider, and the biggest contact center challenges and priorities for 2019 are no different. […]
