unymira Blog

18. Mar. 2020
Jarrod Davis
2 minute read

5 Must-Have Tools for Remote Work in Contact Centers

With the world’s largest work from home experiment beginning, many companies and employees find themselves in unknown waters. Can workers be as productive remotely? Will they still be able to access all the systems and data needed for their job? How will they communicate without coffee breaksfalse

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04. Mar. 2020
Chris Rall
3 minute read

How Service Became a Product and Why That's Bad

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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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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07. Jan. 2020
Chris Rall
3 minute read

Wikis are Hurting your Customer Service. Here's Why

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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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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11. Dec. 2019
Jarrod Davis
4 minute read

The Truth about CX: How much is Hype?

The hottest term in customer service in 2019 was “customer experience” or “CX” (not to be confused with the Mazda CX in Google search results).

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03. Dec. 2019
Chris Rall
3 minute read

5 Predictions for Augmented Reality in Customer Service in 2020

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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04. Sep. 2019
Chris Rall
1 minute read

Our Top 20 CX Influencers to Follow in 2019

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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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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