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Voice of the Customer

LISTEN TO YOUR CUSTOMERS

Feedback is the breakfast of champions.

Learn how your customers really feel about the service they have just experienced.

Successful companies are very good at listening to what their customers have to say. They know that if they fail to meet customer expectations, they create an opportunity for competitors to attack.

ZOOM Voice of the Customer will enable you to collect feedback related to the experience your agent provides so that you have the most accurate assessment of how your customers feel.

Collect Net Promoter Score, Customer Effort Score or any other form including voice message memos to answer the ultimate question: Did you get further from or closer to your customers today?
Are you ready to take a closer look? Schedule a demo

How Voice of the Customer Works

Create

Create

Create surveys in an easy to use web-based editor. Ask one or more questions. Provide the option to leave a voice message. All this without having to ask your IT department for assistance.

Collect

Collect

Invite customers to provide feedback about their experience once the conversation is complete. Compare how your supervisors and customers perceive the work of your agents.

Understand

Understand

Track your customers' satisfaction over time and get a detailed understanding of what makes them feel great. There is no better path to success than turning your customers into your promoters.

What makes us different?

Perfect Timing

Capture the voice of the customer at the right time. Collect feedback just seconds after they experienced your service. 

Efficient correlation

Link immediate voice of the customer survey results to the specific agent interaction for improved quality management and evaluation.

Business owns the game

Survey questions can be easily modified in an intuitive user interface. No need to call your IT for configuration changes and adjustments. Really!

Customized surveys

Ask as many questions as you want. Mix open and closed questions and let customers answer with a combination of DTMF tones and voice messages.

Unexpected Insights

Finish your survey questions by asking customers for any other feedback. You will be surprised by what you will gain: competitive insights, endorsements or answers to questions you hadn't thought to ask.

Root cause analysis

Compare the survey results against customer satisfaction scores. Drill to individual survey question for root cause to address agent needs for improvement.

Let’s get started. See it in action

About ZOOM

ZOOM is a market leader in workforce optimization software. The company has received world-class customer satisfaction honors and an 88 Net Promoter Score from analysts, 1700+ customers, and 350+ partners across 90+ countries.

ZOOM's software helps contact centers improve the customer and agent experience—by capturing, analyzing, and improving the quality of all interactions—while addressing back office compliance and risk.

ZOOM’s customers range from sub-100 agent contact centers to some of the world’s largest companies—Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone.

Learn more about ZOOM »

#1 Customer Satisfaction

See why DMG Consulting ranked ZOOM #1 in customer satisfaction.

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ZOOM Workforce Optimization Solution meets your compliance and liability requirments, and helps you achieve the highest level of costumer satisfaction possible.
© 2018 ZOOM International
Continue To E-learning & Coaching
Customer experience starts with employee expertise. Use targeted training and coaching to boost agent performance and enhance customer satisfaction.
http://www.zoomint.com/solutions/e-learning-coaching
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