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.
Read more
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.
Read more
Most companies are transforming their customer service strategies from voice to digital but still don’t have it all figured out.
Read more
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.
Read more
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.
Read more
As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations.
Read more
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.
Read more
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.
Read more
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.
Read more
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.
Read more