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