Shelf Blog
Best practices, trends, and news surrounding knowledge management, AI and customer service innovation.
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, ...
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3 Core Benefits of Knowledge Sharing Your Organization Should Embrace
You want to make knowledge valuable—in the hands of those who need it—but you need the right company culture to make knowledge an ROI-positive investment. Whether it's a how-to article a customer...
The 9 Different Types of Knowledge: What They Are and Why They Matter
Implementing a knowledge management system or exploring your knowledge strategy? Before you begin, it’s vital to understand the different types of knowledge so you can plan to capture it, manage it,...
5 Common Knowledge Management Challenges You Can Overcome
In their recent survey " Workplace Habits & Hangups," the workplace research company Glean found that the average employee spends two hours each day looking for the resources they need to do...
10 Knowledge Management Requirements for Today’s Enterprise
Are you graduating from a knowledge base or upgrading a legacy knowledge tool like SharePoint? Today's customer expects a better knowledge experience—one where answers they encounter are up-to-date,...
What Is a Knowledge Base? Here’s What it Is (and What it Isn’t)
Knowledge is arguably your company's most valuable resource—essential for success in today's business environment of rapid development and continual change. So why use a knowledge base? One reason...
How to Become a Certified Knowledge Manager (CKM): A Quick Guide
Knowledge management is critical in today's competitive business landscape. With 1.1 trillion megabytes of data created daily, businesses need professionals that can organize information and make it...
How to Encourage Knowledge Sharing in Your Organization
The collective knowledge of the people within your organization is one of your company's biggest assets—it’s no wonder knowledge sharing is a key component of KCS methodology many knowledge managers...
Document Management Systems 101: What to Know
Even in today’s modern economy, many businesses still rely heavily on documents and paperwork—from policies to contracts, to tax forms. For small businesses trying to organize all of these...
Enterprise Knowledge Management: A Helpful Overview
If you work in an enterprise organization, eventually knowledge management must be taken seriously; more than a ‘nice-to-have’, or just another buzzword—enterprise knowledge management involves much...
How to Maintain a Knowledge Management System: 3 Basic Tips
Need an organized way for your company to capture, distribute, and effectively use knowledge? You need to design, implement, and maintain a basic knowledge management system. A knowledge management...
How to Create a Self-Service Knowledge Base for Customers
Need a way to empower your customers and reduce support costs? A basic self service knowledge base is a good place to start. You can find many vendors that offer customer-facing knowledge bases—this...
SharePoint for Knowledge Management: 10 Drawbacks You Should Know
If you’ve worked at a small to mid-sized business (or even an established enterprise) in years past, you’ve probably used some form of an intranet to share internal knowledge. Microsoft's SharePoint...