/Tag: knowledge automation

Why providing knowledge doesn’t mean you’re resolving issues

It took us 20 minutes to find this post on Reddit and yet companies take years to realize that providing content does not mean providing answers.  Tips for reducing average handling time suggest: The more knowledge agents have of their whole business, the easier it is to answer customer questions and reduce time to get the correct answer. But is more always better? Would 57 articles on the topic reduce AHT or even resolve an actual question? Searching, reading and analyzing large pieces of information and coming up with an effective process to resolve an issue doesn’t fit into the timeframe of 6 minutes and 10 seconds - the industry standard. Why our tools don’t work #1 [...]

By |2020-07-28T15:42:07+00:00July 28th, 2020|Categories: Knowledge Automation|Tags: , , , , |Comments Off on Why providing knowledge doesn’t mean you’re resolving issues

451 Research Group Emphasized Shelf’s Innovative Role in the Market

We are thrilled to be recognized by the 451 research team, who emphasizes Shelf’s innovative role in the market as we continue to advance an AI-driven approach to managing company knowledge, which provides more accurate and consistent ways to store, discover, and share information. Each quarter, the 451 research team engages directly with IT industry leaders to understand emerging technologies and competitive dynamics that drive market disruption. Their surveys are built on the wealth of data-driven insight and proprietary field research studies. Shelf aims to simplify knowledge management for service operations Shelf is a distributed software development company that applies technology to the problem of organizing knowledge for contact centers. By applying AI and data analysis, Shelf [...]

By |2020-07-23T20:40:49+00:00July 23rd, 2020|Categories: Knowledge Automation|Tags: , , , |Comments Off on 451 Research Group Emphasized Shelf’s Innovative Role in the Market

CIOReview Key Takeaways: A Bold New Vision of Knowledge Management

CIOReview conducted an interview with Shelf’s Head of Innovation, Sedarius Tekara Perrotta, where he dived into Shelf’s new approach to ensuring access to critical company knowledge, deemed ‘knowledge automation.’ Built on AI, Shelf aims to solve a universal problem plaguing support team—the complexities and difficulties in finding relevant knowledge when required. Whether it was a Fortune 500 insurance company with offices around the US or a consulting firm with offices around the world, the problem was the same: No matter how much money people spent on SharePoint or building portals, they almost always complained that they were too complex, difficult to use, and it was hard to find stuff. Despite its potential for impact and change, knowledge [...]

By |2020-07-21T17:53:14+00:00July 21st, 2020|Categories: Knowledge Automation|Tags: , , , , |Comments Off on CIOReview Key Takeaways: A Bold New Vision of Knowledge Management

Key Takeaways from Customer Complaints on Twitter

Customers hate waiting on hold, end of story. We all know that, it is the #1 complaint of all customers since the beginning of call centers’ existence. However, when a customer calls in with an issue that requires a little more expert knowledge, he is often put on hold for an unacceptable amount of time listening to the annoying 25-years old polyphony. Of course, an agent can’t know the full scope of possible inquiries by heart, but try explaining that to a customer who spent the last hour stuck in the cobweb of a call center. Underlying causes of poor customer service Books, guides, articles keep on covering the same, almost traumatic, pitfalls of dealing with a [...]

By |2020-06-17T09:44:42+00:00June 3rd, 2020|Categories: Knowledge Automation|Tags: , , , , |Comments Off on Key Takeaways from Customer Complaints on Twitter

19 Causes of Poor Customer Support and How AI & Automation Can Help

Shift starts at 9:00? Better be at your desk at 8:30 to login and reopen all of the tabs you need. Colleague needs help with a difficult issue? Thank goodness, your customer seems calm and can hold on for 10 minutes while you research a completely different issue. Each day at work, your agents waste paid and unpaid time “filling in” this Bingo Sheet, which results in bad customer service, ineffective agents’ performance as well as unwanted friction around your brand. When your agents start winning this Bingo - your business starts losing customers. How This Happens When it comes to high quality customer service, speed is just as important as the accuracy of information. In a [...]

By |2020-05-21T11:28:41+00:00May 13th, 2020|Categories: Knowledge Management|Tags: , , , |Comments Off on 19 Causes of Poor Customer Support and How AI & Automation Can Help

5 Quick Steps to a Better CX: Take Your Customer Support to a New Level with AI & Knowledge Automation

It’s a hard pill to swallow, but the current pandemic is one of those events that divides a lifetime into pre-COVID and post-COVID periods. And the best thing we can do as a global family is to figure out ways on how to pick up the pieces and move on to build a better, safer and less fragile world. The way Shelf contributes to this global cause is to make remote agents feel powerful, connected and equipped to accomplish their works faster and more efficiently. We are forced to be 100% remote and that puts incredible pressure on your employees and support processes. Reality is, when your customers have questions - your agent just can't get up [...]

By |2020-05-08T14:14:59+00:00May 6th, 2020|Categories: Knowledge Management|Tags: , , , |Comments Off on 5 Quick Steps to a Better CX: Take Your Customer Support to a New Level with AI & Knowledge Automation
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