Authors

Laura Williams

Laura Williams


Laura has a strong background in IT software sales and is certified in KCS v6 Fundamentals. She enjoys working in the IT software industry mainly to work with clients to understand their concerns and to find solutions for their problems. Laura joined Unymira in 2016 as a Sales Manager. Prior to this position Laura worked for the Network Monitoring division of Ipswitch Inc, giving her the ability to understand common issues that face IT departments. There she learned how to assist IT departments to perform their daily tasks in a highly optimized environment.


Published articles

unymira Blog

02. Oct. 2019
Laura Williams
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
Laura Williams
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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12. Jun. 2019
Laura Williams
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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29. May. 2019
Laura Williams
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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30. Apr. 2019
Laura Williams
3 minute read

The Evolution of Customer Service in 2020

The ways in which we communicate with businesses have undergone dramatic changes over the past several decades. 

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25. Apr. 2019
Laura Williams
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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10. Apr. 2019
Laura Williams
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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28. Feb. 2019
Laura Williams
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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20. Aug. 2018
Laura Williams
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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18. Jul. 2018
Laura Williams
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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