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Focus on employee satisfaction as a customer-facing KPI and more news.

Why SAP considers employee satisfaction a key customer-facing KPI, Best Buy’s bet on CX, and a genuinely social customer experience.
May 27, 2016

Friday Five: Weekly Review

#FridayFive: The importance of diagnosing the health of your customer journey, a 19-point customer service experience checklist, and the best way to get reliable mobile customer satisfaction feedback.
May 20, 2016

Friday Five: Weekly Review

#FridayFive: Are chatbots about to take your customer service job, courtesy and kindness is still the best customer experience strategy, Mercedes’ customer service reboot.
May 13, 2016

Friday Five: Weekly Review

#FridayFive: Engaged Employees = Loyal Customers, What Bad Customer Service Costs, and We’re Sick of Customer Surveys Too.
May 6, 2016

Measuring the CX, Chatbots and Customer Journey.

#FridayFive: Four ways to measure the Customer Experience properly, customer journey blind spots, and should you care about AI chatbots yet?
April 29, 2016

Pleasing Customers, Gamification and Why Less Is Better.

#FridayFive: We’ll look at the importance of serving customers with pleasure, the use of gamification for customer satisfaction and which of the five customer personas are calling your call center.
April 22, 2016

Top Stories of the Week: Chatbot Revolution to Transform the Customer Experience and more

Why Facebook is expanding chatbots for customer service, how rapidly telehealth is growing in healthcare customer service, and getting rid of CX silos caused by CX technology.
April 15, 2016

Top Stories of the Week: Five Ways to Keep Customers Loyal and more

Five ways to not only create but keep customer loyalty, a great customer loyalty infographic with facts you need to know, and ranking the most important customer touch points.
April 8, 2016

Top Stories of the Week: Converting Disengaged to Engaged Customers and more

Turning disengaged customers into engaged one like magic, why customer beacons are more useful than you think, and how value and speed impact the CX.
April 1, 2016

Top Stories of the Week: Two Little-Known Elements of Great Customer Service and more

Happy Easter! Let's take a look at two little-know elements of great customer service, five thoughts for boosting customer loyalty and what it takes to make a customer experience revolution.
March 25, 2016

Top Stories of the Week: The Value of Persistence and more

Why your CX initiative needs persistence, seven steps to a great customer loyalty program, three keys to an effective online customer journey and a customer experience that doesn’t forget about the customer.
March 18, 2016

Top Stories of the Week: Rethinking Customer Analytics and more

Why some firms are rethinking customer analytics, using business intelligence to improve the customer experience, being great on social media without being on social media, three customer service essentials, and using data to define the customer journey.
March 11, 2016

Top Stories of the Week: Six Steps to Profitable Customer Loyalty Programs and more

Why artificially high customer satisfaction scores are so deadly for your company, manage CX by episodes instead of silos, don’t confuse “customer service” with “customer experience,” profitable customer loyalty programs in six steps, and building retail customer loyalty.
March 4, 2016

8 Tips for Setting Up Screen Capture The Right Way

#TuesdayTip: With Screen Capture, contact center supervisors get a complete understanding of agent performance. Here are eight tips how to make the initial setup bullet-proof for you.
March 1, 2016

Top Stories of the Week: Elements of Good and Bad Customer Service and more

Three good and three bad elements of customer service, why employee buy-in is critical for CX success, how to lead in B2B customer service and more.
February 26, 2016

Top Stories of the Week: Why Customer Loyalty is So Important and more

Why customer loyalty is so important and profitable, how to keep polishing your customer service, closing the customer experience feedback loop, turning back of house into customer experience superheroes, four reasons – with numbers – why you need a customer survey strategy.
February 19, 2016

Three Steps to Pain-Free Contact Center Reporting

#TuesdayTip: Since launching the ZOOM Performance Analytics in January, we’ve had a ton of customer questions. One of the most common is “Why should I use it in my contact center?” Let’s look at three major pain points Performance Analytics solves.
February 16, 2016

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