Shelf Blog
Get weekly updates on best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
Before you build an agent improvement plan, ask yourself: why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been challenging. Companies like xtDirect had to reduce their agent count by 25% due to...
Stamford, CT — June 23, 2022 — Out of 18 finalists and 400 nominations from high profile SaaS companies, Shelf is excited to announce our very own Anna Kainova has won ChurnZero’s CS Advocate Award! Anna is one of only seven winners selected as part of ChurnZero’s CSM Appreciation Week in 2022....
No one wants to discover an outdated knowledge. Maybe you just cringed after digging up that old PDF in your company’s content (with the old company logo) last updated in August 2016. You might be thinking—wow…I sure hope a customer never sees that. Is it time to fix an outdated knowledge base?...
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 tap a coworker on the shoulder like they used to whenever a customer has a question. You need some...
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 center agents are working remotely than ever before, managers are struggling to boost agent...
How can developing a call center decision tree help your team? 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 inefficient software alone according...
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....
Shelf stands united with the Ukrainian people in the fight against the unprovoked Russian attack on Ukraine. Putin has stated that he wants to disarm Ukraine and end its democratic independence. We are outraged by Putin’s war crimes and clear violation of international law. Thousands of people...
Stamford, CT – March 1, 2022 – Shelf announces today it has won a Gold Stevie® Award in the IVR and Web Services Solution category. Award winners for the 16th annual Stevie Awards for Sales & Customer Service were announced last night. This Stevie Award® win comes on the heels of being named a...
G2 has named Shelf.io a leader in the Winter 2022 Grid® for Contact Center Knowledge Software. 90% of respondents have rated Shelf 5 out of 5 stars, noting high customer satisfaction, ease of use, and quality of support. For the sixth consecutive quarter, Shelf has been awarded Easiest Setup,...
This article was originally published on TotalRetail blog. The busy holiday shopping season is already upon us, bringing today’s brands an important opportunity to strengthen relationships with new and existing customers. As increasing numbers of consumers rely on e-commerce to meet their shopping...
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 participation from existing investors Base10 Partners, Connecticut Innovations, Contour Venture...