unymira Blog

24. Jul. 2019
Katharina M. Berr

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
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.

Read more
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.

Read more
25. Apr. 2019
Laura Williams

7 Step Checklist for Choosing a Knowledge Base

You’ve determined a new knowledge base is necessary for your organization. So naturally, you want to start the vetting process and go about selecting some potential vendors. But with most solutions, it’s hard to know where to get started if you aren’t familiar with the field.

Read more
13. Mar. 2019
Chris Rall

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.

Read more
25. Feb. 2019
Chris Rall

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.

Read more
04. Feb. 2019
Chris Rall

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.

Read more
05. Dec. 2018
Chris Rall

5 Best Practices on how to implement a Knowledge Base

Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. That's wrong.

Read more
13. Sep. 2018
Chris Rall

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.

Read more
05. Sep. 2018
Eugene Aronsky

When I was a Baby Contact Center

When I was a baby contact center life was easy, I only had two agents, they were both very sweet; they knew everything about me and took care of me. In fact they did everything for me, they cleaned me, they painted me so that I looked beautiful and they bought me the cutest furniture.

Read more