unymira Blog

06. Oct. 2020
Leslie O’Flahavan
6 minute read

How to Write a Great Knowledge Base Article

I’m not going to lie. Writing a great knowledge base article is a lot of work. Your writing must be precise, concise, and easy-to-read. You must know your topic really well, and then you must try to un-know it, so you can think like your reader—who wouldn’t be reading your KB article if theyfalse

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29. Sep. 2020
Jarrod Davis
2 minute read

Ensure CX isn’t the Victim of Internal Cost Pressure

Budget pressure, unconvinced executives and an inability to demonstrate concrete ROI can all be death blows for CX projects. COVID-19 has put even more pressure on executives in many organizations to optimize and reduce costs. 

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03. Jun. 2020
Jarrod Davis
3 minute read

CX5 Talks - An Interview with Adrian Swinscoe

I recently chatted with Adrian Swinscoe to discuss the CX myths, the role of technology for customers and agents and the meaning of customer-centric.

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13. May. 2020
Jarrod Davis
6 minute read

CX5 Talks - An Interview with Craig Stoss

I caught up with Craig Stoss recently on Zoom as we both just transitioned to work from home. We discussed living abroad, his transition to a new role and of course, customer service! 

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01. May. 2020
Chris Rall
3 minute read

Make Sure Your Customers Can Get a Human

How hard is it for a customer to reach an agent in your company? Are callers madly pushing “zero” like lab rats in an attempt to escape your IVR? Are they Googling your phone number because it’s not easy to find on the website?

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29. Apr. 2020
Jarrod Davis
6 minute read

CX5 Talks - An Interview with Jack Springman

I recently spoke with Jack Springman about the state of CX, why customer-centricity isn't helpful or actionable and the value of technology in customer experience.

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08. Apr. 2020
Jarrod Davis
2 minute read
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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