unymira Blog

25. Apr. 2019
Carmen Hermle
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.

Read more
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.

Read more
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.

Read more
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.

Read more
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.

Read more
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.

Read more
05. Sep. 2018
Chris Rall
4 minute read

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
20. Aug. 2018
Carmen Hermle
4 minute read

Benefits of a Knowledge Base

When considering a new solution to add to your company portfolio, the top items to consider are “What are the benefits and return on investment this solution will bring to my organization?” Here we will discuss the benefits of a professional knowledge base.

Read more
07. Aug. 2018
Chris Rall
2 minute read

What is a Knowledge Base?

Knowledge is the lifeblood of a business. It is the sum of everything that the business has been able to accomplish over its existence, as well as the collection of less important information that relates to the specific functionalities of products/services or general business operations. Read more
18. Jul. 2018
Fabian Eppler
2 minute read

How to Use KCS to Optimize workflow

Knowledge-Centered Service (KCS) is a methodology based on how to manage and create knowledge effectively to support your key business processes. When implemented successfully, KCS helps with your operational efficiency, self-service success and organizational learning and improvement. 

Read more