Shelf Blog: Knowledge Management

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 feature after feature, giving recommendations to your manager, responding to emails—all to no avail....

There is more content, on more platforms, in more locations, than at any time in the past. If you’ve managed knowledge in any context, you know how time consuming it can be to find what you need, especially if knowledge is siloed in multiple locations (as it is for many companies). You know how...

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. From AI to digital scorecards...

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 ‘knowledge automation.’ Built on AI, Shelf aims to solve a universal problem plaguing support team—the...

According to a recent study, 40% of millennials claim to use chatbots on a daily basis. This astounding number highlights the importance of AI technology in the commercial world; chatbots are no longer a curiously or a fun new example of AI in the tech community—chatbots have become mainstream in...

According to a study by IBM, the global average cost of a single data breach amounts to $3.86 million. That’s an average of $148 for each lost or stolen record containing sensitive and confidential information. This stat highlights the difference between products built for small teams and...