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#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

Customer Service Writers You Should Read

We here at ZOOM are always keen to learn from the best, and we have some favorites when it comes to customer service and customer experience writing today.
November 12, 2015

Friday Five: Best Ways to Listen to Customers and more

Weekly round-up of the top five most interesting news from the world of customer care.
November 6, 2015

Selecting the Right Speech Analytics

Which speech analytics technology should you use? There are basically two kinds of speech analytics: phonetics and LVCSR.
November 4, 2015

Friday Five: Emotionally Motivating Your Customers and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 30, 2015

Friday Five: Customer Service Secrets from Top CEOs and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 23, 2015

Friday Five: Half Of All Employees Clueless about Job and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 16, 2015

Eight Best Practices for A Successful Speech Analytics Project

There are lots of lists of best practices out there, dealing with all aspects of speech analytics. We’ve looked at quite a few, and have come up with the ones that seem to keep recurring more often than others.
October 15, 2015

ZOOM and Teleopti unite globally to boost Cisco contact center performance

Contact centers can now combine resources, workforce and analytics in a single solution to improve customer satisfaction, profitability and employee engagement.
October 14, 2015

Friday Five: Improving the Customer Experience Via Empathy and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 9, 2015

6 Critical Qualities in a Call Center Agent

What character traits are you after in your call center agents?
October 7, 2015

Thousands Attend Customer Contact EXPO in London

The Customer Contact Expo opened its doors last week in London Olympia with thousands of attendees from across Europe. ZOOM launched its business intelligence solution for contact centers and a new collection of educational and promotional collaterals.
October 6, 2015

Friday Five: Let Customers Design Their Own Experience and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 2, 2015

Seven Common Mistakes to Avoid in Speech Analytics

Instead of thinking of these as horrible tiger traps to fear, think of them as warning signs to learn from.
September 28, 2015

Friday Five: Using the Customer Effort Score and more

Weekly round-up of the top five most interesting news from the world of customer care.
September 25, 2015

Showcasing Business Intelligence for contact centers at Customer Contact Expo London

Continuing to offer innovative solutions for the contact center market, ZOOM will be launching new offerings in contact center analytics at the Customer Contact Expo 2015 in London.
September 24, 2015

Ensuring Every Customer’s Voice is Heard

Are your customers enjoying the contact center services you’re providing? Capture the voice of the customer just seconds after they experienced your service or schedule a callback in 48 hours.
September 23, 2015

Avoiding customer churn and building service excellence

Losing customers due to poor customer service? To avoid customer churn and build customer service excellence you need to first accurately pinpoint why customers are leaving.
September 22, 2015