Unymira’s American team was excited to catch up with ICMI attendees again and this year didn’t disappoint! ICMI 2019 in Hollywood, Florida was filled with exciting speakers and some exciting new technologies.
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Managing internal information and projects has become increasingly complex. This is particularly challenging when handling multiple customer service channels, applications and agent turnover. Complexity makes consistency and accuracy difficult.
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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 only communication channel to the multi-channel world of today.
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You’ve determined a new knowledge base is necessary for your organization. So naturally, you want to start the vetting process and go about selecting some potential vendors. But with most solutions, it’s hard to know where to get started if you aren’t familiar with the field.
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When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net Promoter Score, First Call Resolution Rate, and more.
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Most companies are transforming their customer service strategies from voice to digital but still don’t have it all figured out.
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Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate, up-to-date and easy to find. Ensure all three with a knowledge base.
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A look back at last week’s Call Center World 2019 in Berlin and four future customer service technologies.
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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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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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