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

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The siloed approach to contact center knowledge is fundamentally outdated.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.