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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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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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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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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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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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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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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A 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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When I was a baby contact center life was easy, I only had two agents, they were both very sweet; they knew everything about me and took care of me. In fact they did everything for me, they cleaned me, they painted me so that I looked beautiful and they bought me the cutest furniture.
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When considering a new solution to add to your company portfolio, the top items to consider are “What are the benefits and return on investment this solution will bring to my organization?” Here we will discuss the benefits of a professional knowledge base.
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