Shelf Blog
Best practices, trends, and news surrounding knowing management, AI and customer service innovation.
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...
You Can Lower Call Handle Time by 25% With The Right Knowledge Management System
This post originally appeared on our partner, Genesys' website. Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A...
Next Gen Knowledge Management Systems: Opening The Black Box
The contact center of the past is filled with unnecessary friction around their knowledge management system because it’s been hard to know what’s working and what isn’t. This makes administering...
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...
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...
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....