Shelf Blog: Knowledge Management

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...

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 ability to answer pressing customer questions simultaneously impacts many key contact center...

We know that your company’s search can’t work just like Google. To counterbalance its inability to crawl the web and learn from the 100s of criteria generated by 3.5 billion people, you need a platform that supplements and complements Findability with other Browse & Discover best practices....