Authors

Carmen Hermle

Carmen Hermle


Carmen began her career at Unymira in 2016 first at their European headquarters and now in the United States. She graduated from California State University and has lived in Australia, Germany and America. She currently lives in Boston and is focused on knowledge management, particularly in the Salesforce ecosystem.


Published articles

unymira Blog

22. Jan. 2020
Carmen Hermle
3 minute read

Why Contact Centers Can't Scale with Salesforce Knowledge

Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer service needs steadily grow, many Salesforce Knowledge users find their specific contact center requirements outgrowing the tool’s features. 

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23. Oct. 2019
Carmen Hermle
1 minute read

Visiting the Salesforce ISV Partner Event in Munich

Guten Tag! Unymira was excited to visit Salesforce’s Munich office to hear about AppExchange and partner growth in Europe and North America.

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12. Jun. 2019
Carmen Hermle
2 minute read

Empowering Contact Center Agents through Automation

Since the first machines were invented, humans have looked to shift recurring tasks to them.

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25. Apr. 2019
Carmen Hermle
5 minute read

7 Step Checklist for Choosing a Knowledge Base

Your customer service is struggling with information overload, long AHT and inconsistent quality. Step 1 is centralizing your support information into a knowledge base. Here's how to start the vetting process and go about selecting some potential vendors.

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28. Feb. 2019
Carmen Hermle
2 minute read

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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21. Sep. 2018
Carmen Hermle
2 minute read

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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20. Aug. 2018
Carmen Hermle
4 minute read

Benefits of a Knowledge Base

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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