Webinar Overview

 

Part 1: DMG: Omnichannel Quality Management Best Practices

  • Why is omnichannel quality management essential to improving the customer journey?
  • How can we move from single channel to omnichannel quality management?
  • What does it take to put an omnichannel quality management program in place?

 

Part 2: ZOOM 6.0 Product Overview

  • ZOOM Omnichannel Search Engine - Where can we use search engine technology to better capture, find, and improve omnichannel conversations?
  • CloudLift™ for ZOOM Performance Analytics - What happens when businesses can have robust WFO analytics running in weeks?
  • The new GUI

 

How does ZOOM 6.0 Impact the Customer Experience?

  • Poor customer experiences cost companies $300 Billion+ USD each year, says Frost & Sullivan.
  • In this environment, quality management must become more strategic - moving beyond voice to cover the entire omnichannel customer experience - chat, email, mobile, etc.
  • With ZOOM 6.0, contact center leaders can capture, analyze, and improve omnichannel customer experiences more effectively than any other WFO company in the mid-market sector.

 

Video: Parts 1 and 2

 

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Slides Part 1: DMG Omnichannel Quality Management Best Practices

 

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Slides Part 2: ZOOM 6.0 Product Overview 

 

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