6 Knowledge Management Best Practices to Benefit Your Contact Center

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...

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A Simple Formula to Measure the ROI of 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...

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Shelf Accelerates International Expansion By Launching New Data Center in Central Europe

Stamford, CT – May 18, 2021 – Shelf, the highly awarded, innovative knowledge automation platform, has expanded its footprint in the EMEA region by responding to enterprise customers that require greater data residency commitments. To provide European-based clients with a top performing...

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Shelf Wins 2021 Business Intelligence Group Innovation Award

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 recognition as a top-rated...

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Shelf Recognized as “Easiest Setup” in Contact Center Knowledge Tech by G2

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 around ROI, greater...

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“Highest User Adoption” Award in Contact Center Knowledge Tech Given to Shelf

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 simple—people don’t use the technology...

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Shelf Recognized as the Easiest to Use Contact Center Knowledge Tech by G2

Customer experience means everything to us. That’s why we were incredibly excited to find out that Shelf has once again received the top award for Easiest to Use product in the Contact Center Knowledge tech category in G2’s latest Report. G2 is a peer-to-peer review site where users can choose the...

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Shelf Recognized as a Top Knowledge Product for Admins by G2

We want to say a special THANK YOU to our customers, who helped us gain the G2 awards for two straight quarters. We were especially thrilled to receive recognition for the highest Ease of Admin and Ease of Setup in the contact center software category. Why ease of admin is important These days,...

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remote agents

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

This article was originally published in Contact Center Pipeline, the magazine for contact center professionals.  Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will...

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Contact Center Statistics You Need to Succeed in 2021

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, with workplace automation suddenly becoming the new buzzword for contact centers. But are these...

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Top Eleven Customer Experience 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 pre-established plan can actually lead to falling behind the pack. In just a few short months, the ‘new normal’...

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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 above the waterline, while a mountain of painstaking work hides underneath the surface. Time,...

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