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Friday Five: Improve your customer care by listening

We’re back again with this week’s Friday Five, our weekly roundup of all that’s interesting in customer care. This week we’re looking at how millennials will impact your business, the importance of social media in customer service and of listening to the voice of your customer. We round things out with a closer look at contact centers, including creating effective evaluation forms and how to keep things interesting for your agents.

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Friday Five: Exceptional customer service starts with trust

Welcome once again to the Friday Five, our weekly roundup of interesting news in the world of customer care. This week we look at the benefits of competition and how companies benefit from transparency when collecting personal data. We also look at the importance of acting on customer feedback data, exceeding your customers’ expectations and how to provide effective training to agents. So let’s have a look.

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Friday Five: Obsessing about customer service

This week’s Friday Five looks at taking gamification to a higher, more human level, what it takes to be obsessed about customers, the importance of creating great customer experiences, making sure you’re hiring people that are right for the role and the importance of social media. So let’s getting rolling.

  

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To Russia With Love, Mojitos and Contact Centers!

Once again ZOOM established a strong presence at the prestigious Moscow Contact Center World Forum, the most important contact center event in Russia.

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Ditching the spreadsheets – bringing a call center up-to-date

A chain of 5-star hotels in China relies on a contact center in Kuala Lumpur burdened by an outdated call recording system where all quality evaluations are performed either on Excel sheets or on paper. In this day and age that’s a sure-fire recipe for losing loyal customers, especially when the chain’s contact center can’t match the exceptional service provided in the actual hotels. This discrepancy didn’t go unnoticed by a mystery shopping service, which gave the chain an external quality rating of 70%.

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Friday Five: Engaging customers and agents alike

Welcome once again to the Friday Five, our weekly round-up of the top five most interesting news from the world of customer care for the past week. This week we look at how to build customer loyalty, best practices for giving customers the experience they expect, how to implement an effective Voice of the Customer program and finally how to train for culture. So without further ado, let’s get going.

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How Do You Deal With Customer Service Mistakes?

Nearly all companies, no matter their vertical or size, make customer service mistakes from time to time. What separates great companies from average ones is their ability to turn a mistake into an opportunity to improve. The right contact center technologies can go a long way to helping turn an average company into a great one.

How can technology do this?

 

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How to become a Pro in 5 days

Knowledge and expertise are your fastest path to success. And the best way to accelerate your learning is with hands-on training courses that show you how to take full advantage of ZOOM solutions.

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Live chat – Is it right for your customer service program?

Software Advice recently conducted a survey examining which customer service channels customers prefer: phone, email or chat. They’re key findings were interesting:

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Friday Five: How to turn around your customer service

In this week's Friday Five, we look at what companies can learn from the customer service department, how to build lasting relationship with your customers and keep your them coming back, and how the six sigma model can turn around the service you offer. Finally, we finish with a look at cyber security and what companies can do to better protect themselves. So, let's get started.

 

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Friday Five: Improve your customer care by listening

We’re back again with this week’s Friday Five, our weekly roundup of all that’s interesting in customer care. This week we’re looking at how...Read more

Friday Five: Exceptional customer service starts with trust

Welcome once again to the Friday Five, our weekly roundup of interesting news in the world of customer care. This week we look at the benefits of...Read more

Friday Five: Obsessing about customer service

This week’s Friday Five looks at taking gamification to a higher, more human level, what it takes to be obsessed about customers, the importance of...Read more

To Russia With Love, Mojitos and Contact Centers!

Once again ZOOM established a strong presence at the prestigious Moscow Contact Center World Forum, the most important contact center event in...Read more

Ditching the spreadsheets – bringing a call center up-to-date

A chain of 5-star hotels in China relies on a contact center in Kuala Lumpur burdened by an outdated call recording system where all quality...Read more

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