Shelf Blog

Knowledge management is critical in today’s competitive business landscape. With 1.1 trillion megabytes of data created daily, businesses need professionals that can organize information and make it useful. Companies that organize all of this data will have an advantage over...

AI agents promise automation, efficiency, and smarter decision-making. But too often, they fail to deliver. The reason isn’t the model itself—it’s the data behind it. AI depends on organized, accurate, and complete data. If that foundation is weak, the results will be unreliable. Poor data quality...

It’s no surprise that artificial intelligence is disrupting the job market. Some roles will be automated entirely, while others will evolve as AI takes over repetitive tasks. The question isn’t just what jobs will AI replace—it’s how fast will it happen, and what does it mean for you? AI is...

Unstructured data is everywhere. From emails and video recordings to social media posts and customer chat logs, it makes up a significant portion of the information generated every day.  Unlike structured data, which fits neatly into rows and columns, unstructured data is messy and doesn’t...

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:...

Your knowledge management program is more than a single platform. It’s a collection of tools that help you capture, organize, share, and use your organizational knowledge.  When used together, these tools make information flow seamlessly throughout your organization, so teams make...

Transforming your customer experience (CX) requires more than skilled customer service agents and advanced tools—it demands a streamlined, accessible system for managing knowledge.  Contact center knowledge management ensures that agents and customers have immediate access to the right...

Data quality is more than just a buzzword—it’s the foundation of strong decision-making and the success of your organization.  At its core, data quality refers to the accuracy, consistency, completeness, and reliability of your organization’s information. High-quality data means you can trust...

We rely on data to inform decision-making, drive innovation, and maintain a competitive edge. However, data is not static, and over time, it can undergo significant changes that impact its quality, reliability, and usefulness.  Understanding the nuances of these changes is crucial if you aim to...

Staying ahead of trends in knowledge management isn’t just about keeping up—it’s about gaining a competitive edge. As technology evolves and the workplace continues to change, your ability to adapt will determine how well you manage and leverage knowledge.  In 2025, trends like AI automation,...

How can you improve agent productivity? You have access to so much technology as a customer support leader these days, yet studies show frustrated customers complain most about things like ineffective and slow customer support agents. If customer support technology is so good—the platforms, IVR...

Whether you’re making strategic decisions, optimizing processes, or developing artificial intelligence-powered solutions, reliable data is the foundation of meaningful results. Without it, even the most advanced tools and technologies fall short. But what exactly is data quality, and why does it...