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...
Sedarius Tekara-Perrotta
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...
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...
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...
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...
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...
How to Filter Information in a World of Too Much Data
(CC Image courtesy of Will Lion) According to an article published by the BBC, we’re now exposed to as much data in a single day as someone in the 15th century would be in their entire lifetime. In...