Shelf Blog
Best practices, trends, and news surrounding knowing management, AI and customer service innovation.
Shelf Wins 2021 Business Intelligence Group Innovation Award
Shelf today announces that its world-leading knowledge automation platform has received the 2021 BIG Innovation Award presented by the Business Intelligence Group. This award comes as we turn the...
Shelf Recognized as “Easiest Setup” in Contact Center Knowledge Tech by G2
If you’ve purchased new tech, especially from a legacy vendor, then you’ve probably been through this before—months of delays, and the go-live date you were planning on is out of reach. You think...
“Highest User Adoption” Award in Contact Center Knowledge Tech Given to Shelf
New tech initiatives can be tough. A bad tech investment can really knock the wind out of the positive change you are working to achieve. According to Forbes, 70% of all digital transformation...
Shelf Recognized as the Easiest to Use Contact Center Knowledge Tech by G2
Customer experience means everything to us. That’s why we were incredibly excited to find out that Shelf has once again received the top award for Easiest to Use product in the Contact Center...
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 the G2 awards for two straight quarters. We were especially thrilled to receive recognition for the highest Ease of Admin and...
2021 Outlook: AI, Knowledge Automation and the evolving role of Remote Agents
This article was originally published in Contact Center Pipeline, the magazine for contact center professionals. Already experiencing pandemic change, contact centers can expect even more in 2021,...
Contact center statistics you must know to succeed in 2021
Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry,...
4 Game Changing Contact Center Innovations for 2021
This blog post was originally published on Genesys blog. As contact centers adjust to the new normal of remote work, they’re struggling with efficiency more than ever. With 89% of consumers ready to...
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...