unymira Blog

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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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.

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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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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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25. Apr. 2019
Laura Williams
5 minute read

7 Step Checklist for Choosing a Knowledge Base

Your customer service is struggling with information overload, long AHT and inconsistent quality. Step 1 is centralizing your support information into a knowledge base. Here's how to start the vetting process and go about selecting some potential vendors.

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13. Mar. 2019
Chris Rall
2 minute read

3 reasons to use a Knowledge Base with Salesforce Lightning

Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate, up-to-date and easy to find. Ensure all three with a knowledge base.

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25. Feb. 2019
Chris Rall
3 minute read

4 Challenges of Implementing a Knowledge Base

Implementing a knowledge base can bring substantial long-term improvements. But introducing new software requires careful planning in advance. Here are four common pitfalls companies fall into and how to avoid them.

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04. Feb. 2019
Chris Rall
3 minute read

How to Choose a KCS or non-KCS Knowledge Management Approach at your Company

As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations.

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05. Dec. 2018
Chris Rall
2 minute read

5 Best Practices on how to implement a Knowledge Base

Implementing a knowledge base in your organization can bring far-reaching benefits for employee productivity and customer service KPIs. But any project can be time-consuming and complicated.

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13. Sep. 2018
Chris Rall
3 minute read

Is a Professional Knowledge Base Worth the Investment?

professional Knowledge Base is usually an investment into a new software product that aims to improve processes for a certain department. This article will outline a possible impact that a professional knowledge base can make in a contact center environment.

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