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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High Call Volume in Busy Season? Turn to Knowledge Management
Ecommerce sales around the globe are expected to account for over a fifth of all retail sales by the end of 2022—which means support teams must handle a huge volume of calls in Q4 and Q1. No matter...
10 Tips to Optimize Your Knowledge Base for Peak Season
Busy season is right around the corner. When calls start picking up, you need your customer service agents to be on their A-game. After all, 96% of customers rank customer service high when deciding...
Knowledge Management in Retail: 5 Tips for B2C Brands
As a B2C retailer, busy season is an important time; customers continue doing business if they have a good experience—in fact, 65 percent of a retailer's profits come from repeat shoppers. Repeat...
What is Knowledge Management? A Simple Explanation for Any Employee
If you’re waking up to the topic of knowledge management—you’re not alone. Interest in knowledge management has been on the rise since around 2020. As a result of a pandemic, many employees were...
Knowledge Management vs Information Management: Key Differences
If someone asks you about the difference between knowledge management and information management, you could be forgiven for thinking they were asking about the difference between knowledge and...
Is Knowledge Management Dead? Yesterday’s Approach is—Here’s Why
We live in an on-demand society where customers expect accurate answers to their questions more quickly than ever before. If your knowledge management solution produces slow or incorrect answers,...
Finding the Right Enterprise KM Solution: A Knowledge Manager’s Journey
Below is the story of how a global hardware and software manufacturer navigated the enterprise knowledge management landscape. Told through the lens of Julia Berg, a knowledge management leader,...
Conducting a Knowledge Management Assessment? 5 Steps to Follow
Updating your current knowledge management framework, processes, or technology? Begin with a knowledge management assessment, a simple way to audit every knowledge-related component in your...
Certified Knowledge Specialist (CKS): What it is and How to Get Certified
Your organization relies on great knowledge…and a competent individual who knows how to properly manage all the people, processes, and technology involved. Provide great knowledge, and employees...
3 Core Benefits of Knowledge Sharing Your Organization Should Embrace
You want to make knowledge valuable—in the hands of those who need it—but you need the right company culture to make knowledge an ROI-positive investment. Whether it's a how-to article a customer...
The 9 Different Types of Knowledge: What They Are and Why They Matter
Implementing a knowledge management system or exploring your knowledge strategy? Before you begin, it’s vital to understand the different types of knowledge so you can plan to capture it, manage it,...
5 Common Knowledge Management Challenges You Can Overcome
In their recent survey " Workplace Habits & Hangups," the workplace research company Glean found that the average employee spends two hours each day looking for the resources they need to do...