unymira Blog

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.

Read more
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! 

Read more
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?

Read more
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.

Read more
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

Read more
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.

Read more
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.

Read more
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.

Read more
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.

Read more