unymira Blog

02. Oct. 2019
Laura Williams

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

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

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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