unymira Blog

06. Oct. 2020
Leslie O’Flahavan
6 minute read

How to Write a Great Knowledge Base Article

I’m not going to lie. Writing a great knowledge base article is a lot of work. Your writing must be precise, concise, and easy-to-read. You must know your topic really well, and then you must try to un-know it, so you can think like your reader—who wouldn’t be reading your KB article if theyfalse

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29. Sep. 2020
Jarrod Davis
2 minute read

Ensure CX isn’t the Victim of Internal Cost Pressure

Budget pressure, unconvinced executives and an inability to demonstrate concrete ROI can all be death blows for CX projects. COVID-19 has put even more pressure on executives in many organizations to optimize and reduce costs. 

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17. Sep. 2020
Fabian Eppler
2 minute read

3 Reasons You Should be Using Chatbots in IT Service

Chatbots and IT service are a match made in help desk heaven. Forget chat! They can directly fix users' problems. Learn why you should be using them now.

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19. Aug. 2020
Jarrod Davis
3 minute read

How to Save $1.4 Million Annually with Knowledge Management

The coronavirus crisis has put even more pressure on businesses to reduce costs, nothing new for contact centers who have long suffered from the “cost center” label. What if you could both reduce costs and upgrade your contact center technology at the same time? 

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05. Aug. 2020
Leslie O’Flahavan
5 minute read

The High Costs of a Badly Written Knowledge Base Article

A badly written knowledge base article is like the tainted clam in the linguine. It probably won’t kill you, but you aren’t going to feel very well after eating it. 

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01. Jul. 2020
Fabian Eppler
2 minute read

3 Reasons You Should be Using Chatbots in IT Service

Chatbots and IT service are a match made in help desk heaven. Forget chat! They can directly fix users' problems. Learn why you should be using them now.

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10. Jun. 2020
Leslie O’Flahavan
4 minute read

Four Ways to Fix a Bad Knowledge Base Article

Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why. 

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03. Jun. 2020
Jarrod Davis
3 minute read

CX5 Talks - An Interview with Adrian Swinscoe

I recently chatted with Adrian Swinscoe to discuss the CX myths, the role of technology for customers and agents and the meaning of customer-centric.

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01. Jun. 2020
Chris Rall
2 minute read

Why Knowledge Management is a Critical Part of your Business Continuity Plan

The COVID-19 crisis will lead many contact centers and companies to activate their business continuity plans. Whether or not it’s the first time, no plan survives contact with reality. 

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19. May. 2020
Jarrod Davis
4 minute read

CX5 Talks - An Interview with Leslie O'Flahavan

I sat down with the best known writer in the CX world, Leslie O'Flahavan to discuss the intersection of technology and communication in customer service including topics like desktop tools, chatbots and the can of worms that is call scripting.

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