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Description de Shelf
Shelf est une plateforme primée de gestion des connaissances pour les centres d'appels et les centres d'assistance dotée d'une intelligence artificielle avancée et de la meilleure recherche du secteur. Utilisée par des entreprises telles que Google, Amazon et Nielsen, elle a été conçue par un scientifique de données et expert en gestion des connaissances de Harvard pour permettre une recherche et une organisation optimales. Contrairement aux autres plateformes de base de connaissances, Shelf offre une recherche de documents précise, une automatisation de l'IA pour la maintenance et des analyses puissantes. Contactez l'éditeur pour parler avec un consultant.
Qui utilise Shelf ?
Shelf est destiné aux centres d'appels et aux centres d'assistance cherchant à intégrer la gestion des connaissances dans le cloud ou à passer à la nouvelle génération de gestion des connaissances optimisée par IA.
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Avis sur Shelf
Excellent resource for maintaining quality control and communication across our organization
Commentaires : My overall experience with SHELF has been incredibly positive. First and foremost the customer service and personal attention has been wonderful. I never go more than a few hours without answers to my questions and they are always ready to listen and work on any issues I am having no matter how minor. I really feel like they take their clients wants and needs into account as they develop updates and the response that I have gotten from my own organization has been overwhelmingly positive.
Avantages :
This software is incredibly user friendly and I have really appreciated the ability to create separate libraries for all of the different stakeholders in my organization. It makes the navigation of the resource super intuitive for my staff and allows everyone to put their hands on what they need exactly when they need it. The ability to store and share a multitude of different file types as resources has also been invaluable.
Inconvénients :
There is not much I don't like about the software but one update that I am eagerly anticipating is the ability to upload and have a master copy of a resource in my organization library and have it replicated in other libraries. This will cut down on the amount of uploads and also allow us to have stronger version control on resources that we use across the organization and across our different regions.
Great Knowledge Management Tool
Commentaires : Overall our experience with Shelf has been positive. They have provided us with a solution to our Knowledge needs. We now have a single source of truth that our advisors can look to when helping customers. Their system is easy to use for both advisors and administrators. We have seen improvements in a number of metrics since the implementation of this tool which I believe Shelf has played a large role in.
Avantages :
Shelf is a great tool when it comes to our overall knowledge management needs. Since our implementation of Shelf we have seen an increase in advisor engagement and sentiment towards our knowledge management efforts. Shelf has allowed our team to have a single location where our advisors are able to access all the information necessary to help customers when they contact us. My favorite part of Shelf is the announcements option. This has been a game changer for our team and makes it so we can directly communicate with our advisors. We no longer have to deliver information to Team leads and hope this information is delivered correctly to advisors. With announcements we can send communications, attach Gem, set due dates, and require confirmation. I've also been very pleased with Shelf's customer service. They are quick to respond to us when we have issues. Furthermore they have always been receptive to our needs and requests for improvements in the system.
Inconvénients :
Our advisors do not like how Shelf was integrated with Zendesk. The window size was an issue for them. They prefer using the website instead. I also wish that Shelf could integrate better with LMS's. We would love to have a one stop shop solution for our Knowledge and Training needs so our advisors didn't have to move between two different sites.
Cloud Based Knowledge Management System
Commentaires : We wanted a product that would help us manage our knowledge better. The product is good , but the overall speed / refresh rate is poor in-spite of us using more than 50 mbps.
Avantages :
The search features , quick customer care responses and online tutorials.
Inconvénients :
The speed and the sense that they were learning the functionalities of the product on the job.
Our 'walled garden' called Shelf
Commentaires : We were searching for a archiving solution that would package our company's offline and online resources (designs, documents, ideas, etc.) into a value add, easy to find, easy to use tool for our customers. Shelf provided the exact solution. Similar to how Google provides valuable search options, Shelf give us (the originator) a way to package resources and then offer in a secure walled off 'garden' , so our customers can 'harvest' those resources.
Avantages :
Having a "Google like" (search by tags) generated system of classifying and organizing online/offline content onto one cloud platform is transformational. By allowing the end user (in our case, customers) to search via tags, then find>view>download any and all content relating to our relationship with them, the overall 'findability' and value of our resources increases expotentially. The value increases because it's not just sitting in some obscure Dropbox, it's growing and being harvested in "our walled garden" by our customers. For genre specific content, we can upload new content, tag with appropriate genre related tags and automatically 'push out' the material. Soon as the tags are applied, then all members of that genre have access to the material AND are automatically notified. Versus the old method of copy>paste individual files into each customer's Dropbox folder. The thumbnail display, which is truly amazing, provides a visual reference to the items searched for and shortens the final mile of the search to the speed of light. Tagging is an art and Shelf customer onboarding walks you through the learning curve (changing from the file folder based system).
Inconvénients :
Still working on versioning, but the workaround works for us.
Best for Auto Learning, is a truly amazing product..!
Commentaires : By using this program for long periods. Contribute to the cognitive and educational development
Avantages :
This smart program for what is available on it makes everything easy when using it. Really very nice product.
Inconvénients :
Negativity is not the opposite, it is really positive..!
