Authors

Fabian Eppler

Fabian Eppler


Fabian joined Unymira in 2018 after completing his MBA at the University of Texas, Austin. Before that, he worked at Henkel, Porsche and Bosch with a focus on international sales and marketing. At Unymira, his focus is knowledge management and customer service solutions, particularly for contact centers and service departments. He lives in Boston.


Published articles

unymira Blog

01. Jul. 2020
Fabian Eppler
2 minute read

3 Reasons You Should be Using Chatbots in IT Service

Chatbots and IT service are a match made in help desk heaven. Forget chat! They can directly fix users' problems. Learn why you should be using them now.

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02. Oct. 2019
Fabian Eppler
3 minute read

3 Critical Contact Center Components a Knowledge Base Supports

Every contact center has three critical components vital to their success: people, technology and information.

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07. Aug. 2019
Fabian Eppler
3 minute read

Manage Information Overload Successfully with a Knowledge Base

You’re a customer service agent and it’s 8:00 am in the morning and you sit down at your desk with a cup of coffee and login. 

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29. May. 2019
Fabian Eppler
2 minute read

3 Productive Things Agents Can Accomplish during Downtime

Despite our best forecasting efforts, there will be inevitable down time or low occupancy in any contact center.

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10. Apr. 2019
Fabian Eppler
3 minute read

Reduce Agent Turnover with Better Omni-Channel Support

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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18. Jul. 2018
Fabian Eppler
2 minute read

How to Use KCS to Optimize workflow

Knowledge-Centered Service (KCS) is a methodology based on how to manage and create knowledge effectively to support your key business processes. When implemented successfully, KCS helps with your operational efficiency, self-service success and organizational learning and improvement. 

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