unymira Blog

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. 

Read more
01. Jun. 2020
Chris Rall
2 minute read

Why Knowledge Management is a Critical Part of your Business Continuity Plan

The COVID-19 crisis will lead many contact centers and companies to activate their business continuity plans. Whether or not it’s the first time, no plan survives contact with reality. 

Read more
06. May. 2020
Jarrod Davis
4 minute read

CX5 Talks - An Interview with Nate Brown

I talked to Nate Brown, founder of  CX Accelerator about the intersection of CX and technology. Nate is a perpetual student of the world’s greatest experiences and the people who create them. 

Read more
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. 

Read more
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.

Read more
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. 

Read more
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.

Read more
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.

Read more
24. Jul. 2019
Katharina M. 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.

Read more
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.

Read more