Shelf Blog
Best practices, trends, and news surrounding knowing management, AI and customer service innovation.
Knowledge Management Best Practices Today’s Contact Centers Should Follow
There is more content, on more platforms, in more locations, than at any time in the past. Sifting through this content quickly and accurately to return useful answers is an extraordinary...
A Simple Formula to Measure the ROI of Knowledge Management
So much of business momentum is predicated on trust, and nowhere else is that truer than in the contact center. You can build a tremendous contact center operation, including a foundational...
Why It’s Time to Revisit Your Knowledge Management Strategy
Knowledge management is one of the most overlooked parts of the support experience. What exactly does a robust knowledge management strategy allow your organization to do? In this blog post, we take...
Shelf Accelerates International Expansion By Launching New Data Center in Central Europe
Stamford, CT - May 18, 2021 – Shelf, the highly awarded, innovative knowledge automation platform, has expanded its footprint in the EMEA region by responding to enterprise customers that require...
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...