unymira Blog

28. Feb. 2019
Laura Williams

Highlights from CCW Berlin 2019

A look back at last week’s Call Center World 2019 in Berlin and four future customer service technologies.

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25. Feb. 2019
Chris Rall

4 Challenges of Implementing a Knowledge Base

Implementing a knowledge base can bring substantial long-term improvements. But introducing new software requires careful planning in advance. Here are four common pitfalls companies fall into and how to avoid them.

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04. Feb. 2019
Chris Rall

How to Choose a KCS or non-KCS Knowledge Management Approach at your Company

As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations.

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24. Jan. 2019
Chris Rall

5 Trends Transforming Customer Service in 2019

From the rise of chatbots to AI and voice, here are the top 5 trends driving change in customer service that we’ve identified in Unymira’s latest study.

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05. Dec. 2018
Chris Rall

5 Best Practices on how to implement a Knowledge Base

Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. That's wrong.

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12. Nov. 2018
Eugene Aronsky

The Evolution of Customer Service

The ways in which we communicate with businesses have undergone many changes in the last few decades. Customer service has evolved from the early days of call centers, when the phone was the single communication channel

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10. Oct. 2018
Chris Rall

Salesforce Dreamforce 2018 Recap

At this year’s Dreamforce Conference by Salesforce more than 170,000 attendees participated in 4 exciting expo days at an impressive National Park setting in San Francisco to discuss the future of Customer Service.

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08. Oct. 2018
Eugene Aronsky

Knowledge Base Security

In the past few years the need for data security has continued to grow in importance. There are now too many to count stories of data breaches that have ended up costing companies millions, even billions in revenue and lost reputation

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21. Sep. 2018
Eugene Aronsky

Customer Service for Millenials

In the past decade Millenials have overtaken baby boomers as the demographic group with the largest buying power. Today Millenials number around 80 million and have a combined buying power of about 200 billion dollars.

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13. Sep. 2018
Chris Rall

Is a Professional Knowledge Base Worth the Investment?

professional Knowledge Base is usually an investment into a new software product that aims to improve processes for a certain department. This article will outline a possible impact that a professional knowledge base can make in a contact center environment.

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