unymira Blog

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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02. Oct. 2019
Laura Williams
3 minute read

3 Critical Contact Center Components a Knowledge Base Supports

Every contact center has three critical components vital to their success: people, technology and information.

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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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07. Aug. 2019
Laura Williams
3 minute read

Manage Information Overload Successfully with a Knowledge Base

You’re a customer service agent and it’s 8:00 am in the morning and you sit down at your desk with a cup of coffee and login. 

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11. Jul. 2019
Chris Rall
6 minute read

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
2 minute read

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
2 minute read

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
2 minute read

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
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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