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Shelf Product Update – All-new Insights Platform

This product update covers a significant new product feature that takes the Shelf Analytics functionality to a whole new level. But before diving into the new Shelf Insights Platform, there are a couple of additional recent enhancements that are worth taking a quick look at. Search Auto-suggest...

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Biggest Challenges for Contact Centers in 2019 - Shelf

Biggest Contact Center Challenges and Priorities for 2019

The new year is a great time to set goals for the upcoming year. But what is the most important thing to work on, especially when it comes to managing a contact center? While some issues are constant, each year brings with it a new set of priorities to consider, and the biggest contact center...

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Product Update - Revamped Tag Library

Shelf Product Update – Revamped Tag Library

Our first product update for 2019 includes improvements to finding content, easier access to meta information for individual pieces of content on the Gem Page as well as a brand-new tag library.     Sorting Results by View Count   Shelf’s powerful search algorithm makes it...

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The Impact of Next Generation KM on the Contact Center

  New Technology Solves an Old ProblemBy Lori Bocklund, President, Strategic Contact, Inc. Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle times Improve First Contact...

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Qualities of an Incredible File Search Engine

We know that your company’s search can’t work just like Google. To counterbalance its inability to crawl the web and learn from the 100s of criteria generated by 3.5 billion people, you need a platform that supplements and complements Findability with other Browse & Discover best practices....

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Why Knowledge Management Must Include a Tagging System

What’s the best search tool for your company? Can a tagging system help you find what you need? Is it the best way to organize your content? You’re not the only one asking these questions, and there’s a ton of money at stake in the answers. About $31.5 billion to be exact. That’s right:...

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How to Filter Information in a World of Too Much Data

(CC Image courtesy of Will Lion) According to an article published by the BBC, we’re now exposed to as much data in a single day as someone in the 15th century would be in their entire lifetime. In a single day we are bombarded with the information equivalent to approximately 12,775 days of an...

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