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 information challenge. Today’s Knowledge Management is focused on ensuring that...
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 knowledge management solution, only to find frustration high, adoption low....
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 a closer look. The maturity of a company’s knowledge management...
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 page on another record-setting year for Shelf, capped by high growth and...
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 back to all the promises they made you, all those exciting conversations...
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 initiatives do not reach their goals and the number one reason is...
