2019-10-23 13:00
Guten Tag! Unymira was excited to visit Salesforce’s Munich office to hear about AppExchange and partner growth in Europe and North America Read More
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Customer Service Today Blog
unymira.com
The Unymira customer service blog is dedicated to the latest trends in how to improve customer service in call centers and customer service departments
2019-10-16 13:00
Unymira is proud to kick off a new series of customer stories chronicling our work together and the feedback and insights our customers and their agents provide Read More
2019-10-02 13:00
Every contact center has three critical components vital to their success: people, technology and information Read More
2019-09-18 13:00
80% of companies are planning to deploy chatbots in customer service. They deliver on-demand responses in real-team, are accessible 24/7 and offer many advantages compared to phone… Read More
2019-09-04 13:00
With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year Read More
2019-08-21 12:30
How is your company dealing with evolving customer expectations in customer service? Read More
2019-08-07 12:55
You’re a customer service agent and it’s 8:00 am in the morning Read More
2019-07-24 13:00
Your CRM and knowledge base are the two main sources of information for customers Read More
2019-07-11 10:00
Based on the recent CCW Market study, chatbots are one of the highest executive priorities for customer service in 2019 Read More
2019-06-28 13:00
Contact Center Week 2019 has come to an end in Las Vegas and Unymira had another great show Read More
2019-06-12 13:00
Since the first machines were invented, humans have looked to shift recurring tasks to them Read More
2019-05-29 13:00
Despite our best forecasting efforts, there will be inevitable down time or low occupancy in any contact center Read More
2019-05-16 11:00
Unymira’s American team was excited to catch up with ICMI attendees again and this year didn’t disappoint! ICMI 2019 in Hollywood, Florida was filled with exciting speak… Read More
2019-05-08 13:00
Managing internal information and projects has become increasingly complex. This is particularly challenging when handling multiple customer service channels, applications and agent… Read More
2019-04-25 13:00
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. B… Read More
2019-04-10 13:00
When it comes to customer service, the conversation often revolves around new technologies that will help improve your Key Performance Indicators such as Net Promoter Score, First C… Read More
2019-03-27 14:00
Most companies are transforming their customer service strategies from voice to digital but still don’t have it all figured out Read More
2019-03-13 14:00
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… Read More
2019-02-28 14:00
A look back at last week’s Call Center World 2019 in Berlin and four future customer service technologies Read More
2019-02-25 14:48
Implementing a knowledge base can bring substantial long-term improvements. But introducing new software requires careful planning in advance. Here are four common pitfalls companie… Read More
2019-02-04 17:00
As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations Read More
2019-01-24 17:00
From the rise of chatbots to AI and voice, here are the top 5 trends driving change in customer service that we’ve identified in Unymira’s latest study Read More
2018-12-05 14:00
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 wi… Read More
2018-11-12 14:43
The ways in which we communicate with businesses have undergone many changes in the last few decades. Customer service has evolved from the early days of call centers, when the phon… Read More
2018-10-10 14:20
At this year’s Dreamforce Conference by Salesforce more than 170,000 attendees participated in 4 exciting expo days at an impressive National Park setting in San Francisco to… Read More
2018-10-08 12:09
In the past few years the need for data security has continued to grow in importance. There are now too many to count stories of data breaches that have ended up costing companies m… Read More
2018-09-21 13:00
In the past decade Millenials have overtaken baby boomers as the demographic group with the largest buying power. Today Millenials number around 80 million and have a combined buyin… Read More
2018-09-13 15:00
A 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 pos… Read More
2018-09-05 14:23
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… Read More
2018-08-20 14:00
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… Read More
2018-08-07 13:57
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 i… Read More
2018-07-18 14:18
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… Read More
2018-07-16 14:02
Contact center agents must deal with many issues on a daily basis, these issues can reduce the quality of customer service that the agents are able to provide, can increase the oper… Read More
2018-07-10 13:43
Knowledge is an essential part of every organization. As an organization grows knowledge that is essential to the functioning of the organization is acquired. Organizational knowled… Read More
2018-07-04 09:53
We recently had the honor to attend the Customer Contact Week in Las Vegas. While there we had the chance to chat with some other leading companies that work with call centers and c… Read More
2018-07-02 13:09
Last week we had the privilege of attending the CCW 2018 Expo in Las Vegas. We want to thank everyone that took the time to stop by our booth and say hello or ask for a demo. We tru… Read More
2018-06-01 12:44
“A satisfied customer is a returning customer” this is a secret that every business owner knows and believes in; when customers are happy with the products they purchase… Read More
2018-05-18 08:02
There is an old saying that says, “Knowledge is power” and although many of us try to deny this, and even fight against it (especially in youth) at some poin… Read More
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