unymira Blog

07. Aug. 2019
Laura Williams

Manage Information Overload Successfully with a Knowledge Base

You’re a customer service agent and it’s 8:00 am in the morning.

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11. Jul. 2019
Chris Rall

Best Practices for Getting Started with Chatbots in Customer Service

Based on the recent CCW Market study, chatbots are one of the highest executive priorities for customer service in 2019.

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12. Jun. 2019
Laura Williams

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
Laura Williams

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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16. May. 2019
Chris Rall

Recap: ICMI 2019 Contact Center Expo in Florida

Unymira’s American team was excited to catch up with ICMI attendees again and this year didn’t disappoint! ICMI 2019 in Hollywood, Florida was filled with exciting speakers and some exciting new technologies.

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08. May. 2019
Chris Rall

How to Use Decision Trees for more Efficient Customer Service

Managing internal information and projects has become 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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30. Apr. 2019
Laura Williams

The Evolution of Customer Service

The ways in which we communicate with businesses have undergone many changes in the last few decades. Customer service has evolved from the early days of call centers, when the phone was the only communication channel to the multi-channel world of today.

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10. Apr. 2019
Laura Williams

Reduce Agent Turnover with Better Omni-Channel Support

When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net Promoter Score, First Call Resolution Rate, and more.

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27. Mar. 2019
Chris Rall

Lessons Learned: Building a Digital Customer Service Strategy isn't Easy

Most companies are transforming their customer service strategies from voice to digital but still don’t have it all figured out.

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28. Feb. 2019
Laura Williams

Highlights from CCW Berlin 2019

A look back at last week’s Call Center World 2019 in Berlin and four future customer service technologies.

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