unymira Blog

19. Feb. 2020
Chris Rall
2 minute read

How One Retail Company Reduced Support Documents by 59%

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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05. Feb. 2020
Jarrod Davis
3 minute read

3 Ways Contact Centers Add Value in Companies (and revenue!)

Many customer service departments and agents feel underappreciated and it’s no surprise. Upper management often sees contact centers as a department that does nothing for the bottom line.

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22. Jan. 2020
Carmen Hermle
3 minute read

Why Contact Centers Can't Scale with Salesforce Knowledge

Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer service needs steadily grow, many Salesforce Knowledge users find their specific contact center requirements outgrowing the tool’s features. 

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30. Dec. 2019
Jarrod Davis
2 minute read

5 Customer Service Trends in 2020 You Should Watch

There's a lot going on in the customer service world. New technology, rapidly changing customer expectations and an increasingly competitive environment means staying on top of change is critical to today's companies.

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26. Nov. 2019
Jarrod Davis
2 minute read

Enterprise Search for Customer Service is a Mistake. Here's Why

Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work.

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30. Oct. 2019
Jarrod Davis
2 minute read

Recap: ICMI Contact Center Connections 2019 in Chicago

ICMI is always a great source of inspiration and fun and Contact Center Connections in Chicago was no exception. The conference opened on Monday October 28th with a series of workshops and tours throughout the day while the expo hall only kicked off in the afternoon with a fun opening day party.

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16. Oct. 2019
Chris Rall
4 minute read

Customer Stories: Unymira at Cable & Wireless in Trinidad

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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21. Aug. 2019
Chris Rall
3 minute read

How Contact Centers can Meet Evolving Customer Expectations

How is your company dealing with evolving customer expectations in customer service?

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12. Jun. 2019
Carmen Hermle
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
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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