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Top stories of the Week: Four Steps to Fix Bad Customer Service and more

How to earn customer loyalty by giving great chat, four simple and free ways to fix bad customer service, making customer experience the big differentiator, remembering the importance of the contact center to “digital-first” customers, how B2B marketers are rethinking the customer journey.
February 12, 2016

If you really can't live without Microsoft Excel

#TuesdayTip: With ZOOM Quality Management, all the data is in one place. But what if you need to work with some of the data in Microsoft Excel? No problem. We've got you covered.
February 9, 2016

Top stories of the week: Data-Driven Decision Growing But Uneven

The five questions customer experience leaders are constantly asking themselves, why customer care is your best marketing strategy, your employees are your customer loyalty secret weapon, data-driven decision making is still uneven but growing.
February 5, 2016

5 Steps to Collect Customer Feedback

Post call surveys enable you to collect feedback related to the experience your agents provide so that you have the most accurate assessment of how your customers feel. Learn how you can start with ZOOM Voice of the Customer in 5 simple steps.
February 2, 2016

5-4-3-2-1- ZOOM Tour Q1'16

The ZOOM 2016 events calendar is kicking off at quite a pace: we’re covering 5 cities, in 4 countries, over 3 months on 2 continents to tell the world that we are #1 for Customer Service in WFO.
February 1, 2016

Notes from the Cisco Partner Sales Summit in Lisbon

We kicked this year off at Cisco Collaboration Partner Sales Summit in Lisbon. A big thank you for joining us there!
January 31, 2016

Top stories of the week: Shaping Customer Experiences with Business Intelligence

Hitting Customer Experience Reset, Millennial Parents as Customers, “Service” For Avoiding Customer Service, NPS Strategy for Customer Loyalty, BI and CX.
January 29, 2016

4 Reasons Why Call Center Agents Quit Their Jobs

Understand why agents quit their jobs, so you know how to prevent it from happening. Agent attrition can impact your call center's performance.
January 27, 2016

7 Steps to Cisco Active Call Recording

Active recording is the most complex and the most commonly used method, so it’s quite important to remember all the essential configuration steps.
January 26, 2016

ZOOM Enters the Contact Center Business Intelligence Market

Today we’re introducing a brand new product to bring business intelligence to contact centers – ZOOM Performance Analytics. Written by Simon Vostry, Founder & CEO
January 25, 2016

Top Stories of the Week: Ten Strategies for Silos and more

How to anticipate customer needs to satisfy and delight them, ten silos and how to deal with them, five customer data lessons you can’t ignore if you want to stay in business, how customers get better service from you, and the one critical customer service skill – pivoting.
January 22, 2016

Some Things Just Naturally Go Together

Some Things Just Naturally Go Together – Like voice of the customer and speech analytics. Written by Dick Bucci, Pelorus Associates.
January 21, 2016

NPS Survey Responders – Prize Winners Announced

We are extremely proud that ZOOM's Net Promoter Score is 86% for Q4 in 2015. As a thank you that we really appreciate the time our customers take to share their views, every respondent is entered into a quarterly draw for an iPad. Who are the winners for Q4 in 2015?
January 20, 2016

#TuesdayTip: 5 ways to save supervisor's time

#TuesdayTip: How much time are you or your team leaders wasting on unproductive routines? Do you know – could you tell? Here are five tips on how to be more productive without a lot of extra work or stress.
January 19, 2016

Trends 2016: Call results are more important than talk time

Over the last few years, we have observed a change of generations. Born between 1980 and 2000 and brought up on new technology, millennials demand not only immediate access to information via self-service, e-mail or chat, but also quick responses from the contact center, by telephone or via social media.
January 18, 2016

Top Stories of the Week: Encouraging Negative Customer Feedback and more

Why you should be asking your customers to say bad things about you, how to impress customers when they have problems you can’t control, why metrics are only half the story in the Customer Experience, the value of cultural transparency for customer satisfaction, and what’s the point of keeping the customer when you’re losing their real business?
January 15, 2016

How to Paddle in the Same Direction

Aligning corporate and contact center goals, written by Dick Bucci, Pelorus Associates.
January 13, 2016

#TuesdayTip: Three New Features You Need to Know About Speech Analytics

#TuesdayTip: How to evaluate 100% of your calls? – Give the job to a speech analytics tool.
January 12, 2016

Attitude Is Everything

ZOOM CEO Simon Vostry Discusses Innovation, R&D Spend and What’s Most Interesting in WFO Today.
January 11, 2016

Top Stories of the Week: 2016’s Customer Experience Trends and more

Get better customer service from companies giving terrible service, how bad IRS customer service will probably be soon, 2016 Customer Experience (CX) trends, CX predictions for the year, and good reasons to invest more in your CX.
January 8, 2016

Five Ways Video Technology Can Boost Productivity

Learn about five ways video technology can boost productivity and provide remarkable customer experience. Written by Dick Bucci, Pelorus Associates.
January 6, 2016

Business Intelligence for Contact Centers

Business intelligence – You've got it, share it! Written by Dick Bucci, Pelorus Associates.
January 4, 2016

Top Stories of the Week: Using the Element of Surprise and more

Positive and negative surprises to use on your customers, the what, hows and whys of customer journey mapping, why more valued employees are more engaged employees, putting a dollar figure to the value of customer service tweets, the three dimensions of customer experience.
January 1, 2016

Top Stories of the Week: Customer Care in 2016 and more

Looking ahead to customer care in 2016, how employee satisfaction increases customer satisfaction, how badly data breaches hurt customer loyalty, Facebook’s new business pages customer service, your customer experience New Year’s Resolutions.
December 25, 2015

Version 5.7 Just Released!

It’s the holiday season – we are bringing you something special this year: The newest developments in ZOOM Quality Management Suite are gift-wrapped and under the tree for you.
December 21, 2015

Top Stories of the Week: Call Center Scheduling Magic and more

How lower overall customer satisfaction affects consumer spending, using customer data sensibly in the customer experience, magical call center scheduling using WFM, digital experience technology success, why multi-generational customer service matters.
December 18, 2015

ZOOM featured for the 4th time in a row on Gartner Magic Quadrant

For the fourth year in a row, ZOOM has been placed in Gartner’s Magic Quadrant for Customer Engagement Center Workforce Optimization.
December 16, 2015

Top Stories of the Week: Mapping the New Customer Journey and more

The stages in the New Customer Journey, turning millennials into loyal customers, coaching problem employee – yes or no, the importance of retaining customer loyalty, and what to expect in 2016 in Customer Experience.
December 11, 2015

Five ways workforce management pays for itself

Learn about the five ways workforce management can save your contact center significant costs and improve efficiency. Written by Dick Bucci, Pelorus Associates.
December 9, 2015

Top Stories of the Week: Using Customer Surveys for Innovation and more

Weekly round-up of the top five most interesting news from the world of customer care.
December 4, 2015

Auto Pause and Resume – Your Best Option for PCI DSS Compliance

Anyone accepting credit cards or other payment cards in their business has to comply with the rules and regulations.
December 1, 2015

Top Stories of the Week: Six Customer Service Crimes and more

Weekly round-up of the top five most interesting news from the world of customer care.
November 27, 2015

Five Fundamentals of Successful Workforce Management

Workforce Management is not simply the name of a set of technology products or business processes to plug into your existing operation, but a philosophy in business culture.
November 24, 2015

Friday Five: Six Customer Service Training Pillars and more

Weekly round-up of the top five most interesting news from the world of customer care.
November 20, 2015

ZOOM Opens Doors to Sydney Office

What better way to celebrate the one year anniversary of opening our first Asia-Pacific regional office in Chiang Mai, Thailand, than opening another one in Sydney!
November 19, 2015

Friday Five: Steps to Insane Customer Loyalty and more

Weekly round-up of the top five most interesting news from the world of customer care.
November 13, 2015