The Case for Shelf: A Better Approach to Contact Center Knowledge

3 Reasons Shelf is Pacing Ahead of Legacy Knowledge Systems

As legacy knowledge solutions are being challenged by solutions like Shelf who are now leading in this category, it begs to question–what’s the reason behind this?

The pandemic certainly has accelerated the need for knowledge to be more accessible with everyone working remotely, but only highlighted an ongoing trend that’s now clear:

The siloed approach to contact center knowledge is fundamentally outdated.

In this eBook, we’ll share 3 reasons why Shelf is pacing ahead of legacy knowledge systems as evident in the G2 Winter 2022 report.

Here’s what we’ll cover:

  • The current landscape and why Shelf is holding a leader position alongside legacy solutions who have been there for ages
  • What knowledge-as-an-infrastructure is, why embracing this concept is important
  • Challenges with the siloed approach companies are experiencing when it comes to implementing knowledge products
  • How knowledge automation is made possible with Shelf’s approach