Knowledge Management

5 Innovative Customer Service Ideas for Managers

5 Innovative Customer Service Ideas for Managers

Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...

11 Revealing Contact Center Statistics in 2022

11 Revealing Contact Center Statistics in 2022

Leaders across all departments—including the contact center—are now dealing with hiring challenges AND problems with legacy technology just a few years removed from the 2020 pandemic. More contact...

Decision Trees 101: How Your Support Team Can Benefit

Decision Trees 101: How Your Support Team Can Benefit

Do you know how much time your support team wastes each year finding answers to complex customer questions? Inefficiency costs companies more than you might realize: 516 million hours each year from...

3 Tips to Avoid Common Knowledge Management Mistakes

3 Tips to Avoid Common Knowledge Management Mistakes

Every contact center knowledge manager I’ve met knows the frustration of selling an IT initiative up the ladder only to have it rejected. You spend hours speaking to different vendors, comparing...

Shelf Raises $52.5M to Accelerate Answer Automation

Shelf Raises $52.5M to Accelerate Answer Automation

STAMFORD, Conn., August 23, 2021--Shelf.io, the world’s leading AI-driven answer automation company, today announced a Series B round of $52.5 million led by Tiger Global and Insight Partners, with...