unymira Blog

10. Apr. 2019
Laura Williams

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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27. Mar. 2019
Chris Rall

Lessons Learned: Building a Digital Customer Service Strategy isn't Easy

Most companies are transforming their customer service strategies from voice to digital but still don’t have it all figured out.

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13. Mar. 2019
Chris Rall

3 reasons to use a Knowledge Base with Salesforce Lightning

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.

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28. Feb. 2019
Laura Williams

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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25. Feb. 2019
Chris Rall

4 Challenges of Implementing a Knowledge Base

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.

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04. Feb. 2019
Chris Rall

How to Choose a KCS or non-KCS Knowledge Management Approach at your Company

As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations.

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24. Jan. 2019
Chris Rall

5 Trends Transforming Customer Service in 2019

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.

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05. Dec. 2018
Chris Rall

5 Best Practices on how to implement a Knowledge Base

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.

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10. Oct. 2018
Chris Rall

Salesforce Dreamforce 2018 Recap

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.

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08. Oct. 2018
Eugene Aronsky

Knowledge Base Security

In the past few years the need for data security has continued to grow in importance. There are now too many to count stories of data breaches that have ended up costing companies millions, even billions in revenue and lost reputation

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