Shelf Blog
Best practices, trends, and news surrounding knowing management, AI and customer service innovation.
Contact center statistics you must know 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,...
4 Game Changing Contact Center Innovations for 2021
This blog post was originally published on Genesys blog. As contact centers adjust to the new normal of remote work, they’re struggling with efficiency more than ever. With 89% of consumers ready to...
Top Eleven CX Contact Center 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...
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...
Why Providing Knowledge Doesn’t Mean You’re Resolving Issues
It took us 20 minutes to find this post on Reddit and yet companies take years to realize that providing content does not mean providing answers.Tips for reducing average handling time suggest: The...
451 Research Group Emphasized Shelf’s Innovative Role in the Market
We are thrilled to be recognized by the 451 research team, who emphasizes Shelf’s innovative role in the market as we continue to advance an AI-driven approach to managing company knowledge, which...
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...