unymira Blog

01. Jun. 2020
Chris Rall
2 minute read

Why Knowledge Management is a Critical Part of your Business Continuity Plan

The COVID-19 crisis will lead many contact centers and companies to activate their business continuity plans. Whether or not it’s the first time, no plan survives contact with reality. 

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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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15. Apr. 2020
Leslie O’Flahavan
6 minute read

Five Types of Badly Written Knowledge base Articles (with examples)

A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy, flavorless apple makes a dreadful snack, bakes a tasteless pie, and ruins a green salad. 

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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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09. Mar. 2020
Chris Rall
3 minute read

How to Use Decision Trees for more Efficient Customer Service

Managing internal information is increasingly complex. This is particularly challenging when handling multiple customer service channels, applications and agent turnover. Complexity makes consistency and accuracy difficult.

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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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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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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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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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