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Friday Five: Focusing on contact centers

In this week’s Friday Five we look at how companies can improve their FAQs as a way to improve the customer experience, then turn to how companies and brands sound to their customers. Turning our focus to contact centers, we consider the right way to cut costs along with thoughts on how to reimagine call centers, then finish up with a look at beginner mistakes to avoid in contact centers. So lets go.

 

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Friday Five: Everything comes back to customer service

In this week’s Friday Five we’re going to talk about confidence. That is, how to build confidence in your agents and call center managers. We’re also going to look at why customer service and branding are the same thing, how company culture beats company strategy when it comes to meeting your objectives, and how to benefit from the voice of the customer. So let’s jump right in.

 

 

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Know the rules of call recording: PCI DSS, HIPAA, and more

The phrase on everyone’s lips these days is customer engagement, to the point where what we once referred to as call centers have now become customer engagement centers. However, it’s important to never forget that customer engagement comes hand-in-hand with regulatory compliance aimed at protecting both customers and businesses. Violating regulations can cost a company the proverbial arm and a leg, both financially and in terms of reputation. And while it’s typically an organization’s legal department that is responsible for ensuring compliance, it pays for all contact center employees, but especially managers, to have a good grasp on the rules.

 

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Friday Five: All the right and wrong ways to provide customer service

The week of February 9, 2015:
This week’s Friday Five is all about right and wrong. That is, the right way and wrong way to improve customer service, use the appropriate tone, interact with your customers and handle an economic downturn. But we get things rolling with how to add sprinkles on top of your service cupcake.
 

 

 

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The Friday Five: All about your customers

The week of February 2, 2015:

In this week’s Friday Five we’re going to talk about family. You’re customer family, that is. We’ll also look at how happy employees means happy customers, how asking the right questions will get you the right answers, what customers really mean and how you can benefit from customer complaints. As this week’s title says, it’s all about the customer.

 

 

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E-mail vs. chat vs. phone – the pros and cons for contact centers

E-mail and chat are becoming more and more popular in contact centers, but as with everything in life, they come with both benefits and drawbacks to the contact centers that use them. Let’s look at some of them here.
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The Friday Five: Asking the right customer care questions and more

The week of January 26, 2015:

In this week’s Friday Five, our weekly round-up of all the week’s top highlights, opinions and news in the area of customer care, we’re looking at asking the right questions to retain customers, knowing when and how to leverage telephone agents and surge-pricing for call center employees. So let’s get started. 

 

 

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The Friday Five: Highlights From the Week in Customer Care​

The week of January 19, 2015:

This week we’re introducing something new to our blog: a regular, weekly round-up of all the week’s top highlights, opinions and news in the area of customer care. Each Friday we’ll feature five of the top posts from around the web related to customer care and contact centers.

 


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First class customer service & training courses in the heart of Europe

Almost two years ago, just after ZOOM moved into a new office space in the center of Prague, I remember sitting in the middle of four white walls in our soon-to-be training room, and thinking about the new partner training strategy. The number one thing, which was on my mind then was customer experience. As ZOOM delivers solutions for a better customer care in organizations, we all strive to implement the top-notch customer experience into everything we do.

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Technological innovations shape the customer journey

Everyone agrees that consumer expectations are growing ever greater as technology continues to improve. With consumers able to search for information in real time, they expect brands to interact with them this way as well. This has challenged many businesses to rethink their entire digital strategies and look for smart, fast solutions.

When it comes to contact centers, customers expect more than one communication channel. Whether phone, email or live chat, if companies want to stay competitive, their contact centers need quality management systems that encompass all the various channels customers use to interact.

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Friday Five: Focusing on contact centers

In this week’s Friday Five we look at how companies can improve their FAQs as a way to improve the customer experience, then turn to how companies...Read more

Friday Five: Everything comes back to customer service

In this week’s Friday Five we’re going to talk about confidence. That is, how to build confidence in your agents and call center managers. We’re also...Read more

Know the rules of call recording: PCI DSS, HIPAA, and more

The phrase on everyone’s lips these days is customer engagement, to the point where what we once referred to as call centers have now become customer...Read more

Friday Five: All the right and wrong ways to provide customer service

The week of February 9, 2015: This week’s Friday Five is all about right and wrong. That is, the right way and wrong way to improve customer service,...Read more

The Friday Five: All about your customers

The week of February 2, 2015: In this week’s Friday Five we’re going to talk about family. You’re customer family, that is. We’ll also look at how...Read more

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