unymira Blog

19. Aug. 2020
Jarrod Davis
3 minute read

How to Save $1.4 Million Annually with Knowledge Management

The coronavirus crisis has put even more pressure on businesses to reduce costs, nothing new for contact centers who have long suffered from the “cost center” label. What if you could both reduce costs and upgrade your contact center technology at the same time? 

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10. Jun. 2020
Leslie O’Flahavan
4 minute read

Four Ways to Fix a Bad Knowledge Base Article

Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why. 

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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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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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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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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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24. Jul. 2019
Katharina Berr
2 minute read

4 Must Have Features in your CRM Knowledge Base Integration

Your CRM and knowledge base are the two main sources of information for customers.

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