Shelf Blog
Best practices, trends, and news surrounding knowing management, AI and customer service innovation.
Shelf Wins CIOReview’s Best Knowledge Management Product of 2019
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...
Key Takeaways from Customer Complaints on Twitter
Customers hate waiting on hold, end of story. We all know that, it is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an...
5 Ways to Leverage AI and Agent Assist to Improve Customer Experience
This blog post was originally published on Genesys blog. The percentage of “difficult” enquiries has more than doubled since COVID19 started to hit the global economy. Forcing companies to be...
19 Causes of Poor Customer Support and How AI & Automation Can Help
Shift starts at 9:00? Better be at your desk at 8:30 to login and reopen all of the tabs you need. Colleague needs help with a difficult issue? Thank goodness, your customer seems calm and can hold...
5 Quick Steps to a Better CX: Take Your Customer Support to a New Level with AI & Knowledge Automation
It’s a hard pill to swallow, but the current pandemic is one of those events that divides a lifetime into pre-COVID and post-COVID periods. And the best thing we can do as a global family is to...
Shelf Awarded 2019 Best New Product by BIG Awards
Stamford, CT, Nov. 14th 2019 - Shelf, the leading AI-enabled knowledge management platform on the market, received the Business Intelligence Group “Best New Product of the Year” BIG Award in the...
How Knowledge Management Makes Chatbots Better
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. However, chatbots...
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 is an average of $148 for each lost or stolen record containing sensitive and confidential...
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...
Capterra 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...
The 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...
How 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...