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Shelf Blog

Get weekly updates on best practices, trends, and news surrounding knowledge management, AI and customer service innovation.

May 30, 2019Knowledge Management
Blog: image 1 How to Make Chatbots Better through Knowledge Management
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...

By Colin Kennedy

Blog: image 2
5-Point RAG Strategy Guide to Prevent Hallucinations & Bad Answers This guide designed to help teams working on GenAI Initiatives gives you five actionable strategies for RAG pipelines that will improve answer quality and prevent hallucinations.
May 28, 2019Knowledge Management
knowledge management security Critical Security Considerations when Assessing Knowledge Management Software
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...

By Tobias Jaeckel

May 15, 2019Customer Service
Blog: image 3 How AI Empowers Your Chatbots
Chatbots are quickly becoming an essential part of delivering customer service. According to a study by IT experts Spiceworks, up to 40% of businesses with 500 or more employees will have active chatbot or AI assistants by the end of 2019. These businesses have discovered the incredible benefits...

By Colin Kennedy

April 16, 2019News/Events
Blog: image 4Capterra by Gartner Awarded Shelf for the “Best Ease of Use” and the “Best Value”
New York, NY, April 15th 2019 –Today, Shelf announced that it was awarded “Best Ease of Use” from Capterra, which lists an array of Knowledge Management tools reviewed by real customers. Capterra which is owned and operated by Gartner is, one of the best-known software review...

By Sedarius Tekara-Perrotta

April 9, 2019Knowledge Management
Blog: image 5The Next Generation of Knowledge Management Systems is a Game Changer for Your Contact Center
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...

By Sedarius Tekara-Perrotta

April 4, 2019Customer Service
how to reduce average handle timeHow AI is Reducing Handle Time and Improving Customer Experience in 2019
Artificial intelligence is disrupting the traditional role of knowledge sharing in contact centers and reducing the burden on humans to make Knowledge Management Systems effective. It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers...

By Sedarius Tekara-Perrotta

March 11, 2019Customer Service
Blog: image 6You Can Lower Call Handle Time by 25% With The Right Knowledge Management System
This post originally appeared on our partner, Genesys’ website. Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A recent study from Arizona State University found that, back in 1976, only 44% of respondents...

By Sedarius Tekara-Perrotta

March 1, 2019Knowledge Management
next generation knowledge managementNext Gen Knowledge Management Systems: Opening The Black Box
The contact center of the past is filled with unnecessary friction around their knowledge management system because it’s been hard to know what’s working and what isn’t. This makes administering them a guessing game that is both time consuming and ineffective leading to inaccurate, out-of date...

By Sedarius Tekara-Perrotta

February 25, 2019News/Events
Blog: image 7Shelf Product Update – All-new Insights Platform
This product update covers a significant new product feature that takes the Shelf Analytics functionality to a whole new level. But before diving into the new Shelf Insights Platform, there are a couple of additional recent enhancements that are worth taking a quick look at. Search Auto-suggest...

By Tobias Jaeckel

February 4, 2019Customer Service
Biggest Challenges for Contact Centers in 2019 - ShelfBiggest Contact Center Challenges and Priorities for 2019
The new year is a great time to set goals for the upcoming year. But what is the most important thing to work on, especially when it comes to managing a contact center? While some issues are constant, each year brings with it a new set of priorities to consider, and the biggest contact center...

By Sedarius Tekara-Perrotta

January 14, 2019News/Events
Product Update - Revamped Tag LibraryShelf Product Update – Revamped Tag Library
Our first product update for 2019 includes improvements to finding content, easier access to meta information for individual pieces of content on the Gem Page as well as a brand-new tag library.     Sorting Results by View Count   Shelf’s powerful search algorithm makes it...

By Tobias Jaeckel