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

3 Reasons Shelf is Pacing Ahead of Legacy Knowledge Systems

The pandemic has increased the demand for knowledge to be more accessible for remote agents, and highlighted a reality that’s now clear:

The siloed approach to contact center knowledge is fundamentally outdated.

In this eBook, explore 3 reasons Shelf is pacing ahead of legacy knowledge systems as evident in the G2 Winter 2022 report.

Here’s what you’ll learn:

  • The current knowledge landscape and why Shelf is holding a leader position alongside legacy solutions who’ve been there for ages
  • What knowledge as an infrastructure is, and why embracing this concept is important
  • Problems companies face when trying to manage, make available, or integrate knowledge sources
  • How Shelf’s approach makes it easy to automate how agents provide answers.

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