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,...
Knowledge Automation
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...
451 Research Group Emphasized Shelf’s Innovative Role in the Market
We are thrilled to be recognized by the 451 research team, who emphasizes Shelf’s innovative role in the market as we continue to advance an AI-driven approach to managing company knowledge, which...
Shelf Wins CIOReview’s Best Knowledge Management Product of 2019
CIOReview conducted an interview with Shelf’s Head of Innovation, Sedarius Tekara Perrotta, where he dived into Shelf’s new approach to ensuring access to critical company knowledge, deemed...
Key Takeaways from Customer Complaints on Twitter
Customers hate waiting on hold, end of story. We all know that, it is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an...
5 Ways to Leverage AI and Agent Assist to Improve Customer Experience
This blog post was originally published on Genesys blog. The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be...