Resource Library

Knowledge Management Best Practices Guide

Explore the key elements and processes of practical knowledge management from a Harvard data scientist.

Buyer’s Guide For Smarter Knowledge Management

Shop for a KM solution like a pro with our comprehensive guide that helps you navigate the market and embrace smarter, easier KM.

Modernize Your Contact Center with Agent Assist for Voice

Watch the recording and learn how to build the contact center of the future with AI-driven voice.


The ROI of Implementing KM and Automation in Your Contact Center

We won’t presume to know what ROI is best for your business, but we’ve seen enough to know that what’s shared in this guide can be huge.

21 Impactful Ways to Use AI in Your Contact Center

Explore how simple automations can solve frustrating support problems many teams face daily.

Shelf Platform Overview

Shelf is the most advanced knowledge management platform on the market. Read more about key features of the Shelf knowledge management platform.

Special Report: Agent Assist for a Changing Contact Center

Get an actionable, strategic, and research-driven look into Agent Assist.

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

Learn why Shelf is pacing ahead of legacy knowledge systems as evident in the G2 Winter 2022 report.

Shelf Overview Video

See how Shelf’s Knowledge Automation platform helps employees, prospects, and customers know more, and do more.

Handling Holiday Spikes with AI Powered Agent Assist

Learn practical ways in which companies have solved holiday spikes with AI-based agent assist technologies.


The Value of Knowledge Automation in Your Enterprise Tech Stack

Automating how knowledge is delivered to agents or customers in the tools you use is easy–with Shelf as your infrastructure.

Driving Contact Center Efficiency with Knowledge Management

Learn the components of a knowledge management solution that will drive adoption and tangible ROI for contact centers.

Introducing Answer Automation

Learn how answer automation makes finding anything you or your customers need no more than a two-step process.


Managing your Call Centre during Staff Shortages

Learn how Shelf knowledge management and answer automation can help with staff shortages and agent retention.

Empowering School Social Workers to provide evidence-based services

Learn how SSWAA built a platform for school social workers to easily access and manage all their curated content.