unymira Blog

02. Oct. 2019
Fabian Eppler
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
Fabian Eppler
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
Carmen Hermle
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
Fabian Eppler
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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30. Apr. 2019
Chris Rall
3 minute read

The Evolution of Customer Service in 2020

The ways in which we communicate with businesses have undergone dramatic changes over the past several decades. 

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10. Apr. 2019
Fabian Eppler
3 minute read

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
3 minute read

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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