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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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...
What Is an Internal Knowledge Base? Why Understanding It Matters
Spend time assessing the knowledge management landscape and you’re bound to come across the term ‘internal knowledge base’. Internal knowledge software is often where companies begin to evaluate...
Creating an Internal Knowledge Base? Here’s What to Know
If you want to improve communication and collaboration within your organization, an internal knowledge base is one of the most basic and common knowledge management tools to start with. The idea is...
Creating a Knowledge Management Framework? Start Here
For your business to be efficient and deliver a top-notch customer experience, you need a comprehensive knowledge management system. A knowledge management framework provides a high-level overview...