The COVID-19 crisis will lead many contact centers and companies to activate their business continuity plans. Whether or not it’s the first time, no plan survives contact with reality.
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How hard is it for a customer to reach an agent in your company? Are callers madly pushing “zero” like lab rats in an attempt to escape your IVR? Are they Googling your phone number because it’s not easy to find on the website?
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Managing internal information is 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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Over the last decade, many of the products (games, email and spreadsheets) we grew up with have turned into services, while service itself has gone in the opposite direction. Many companies have turned customer service into a product. That’s a mistake and here’s why it needs to change in 2020.
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How did a large retail company reduce their customer support documents by 59%? It wasn't with "this one weird trick" 😉. Let's dive in.
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Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good.
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Google Glass may have been ahead of its time, but with Apple’s rumored release of their own augmented reality (AR) glasses, it’s time to start taking the topic seriously.
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Unymira is proud to kick off a new series of customer stories chronicling our work together and the feedback and insights our customers and their agents provide.
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80% of companies are planning to deploy chatbots in customer service. They deliver on-demand responses in real-team, are accessible 24/7 and offer many advantages compared to phone calls.
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With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year.
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