Shelf Blog
Best practices, trends, and news surrounding knowing management, AI and customer service innovation.
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....
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...
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...
Why Knowledge Management must include Tags
Why Knowledge Management must include Tags How do you find what you need? What’s the best way to organize your content? Where should I put this? How do I find that? You’re not the only one asking...
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...