Shelf Blog

Best practices, trends, and news surrounding knowing management, AI and customer service innovation.

Contact center statistics you need to succeed in 2021

Contact center statistics you need 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,...

5 Innovative Customer Service Ideas for Managers

5 Innovative Customer Service Ideas for Managers

Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just...

Too Many Support Tickets? Why Better Knowledge is Key

Too Many Support Tickets? Why Better Knowledge is Key

As your support tickets keep coming in, wouldn’t it be nice to use knowledge to deflect a few requests? It took us 20 minutes to find this post on Reddit and yet companies take years to realize that...

Key Takeaways from Customer Complaints on Twitter

Key Takeaways from Customer Complaints on Twitter

Customers hate waiting on hold, end of story. Waiting on hold for too long is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with...

Shelf Awarded 2019 Best New Product by BIG Awards

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...