Bob Grohs

Nov 30, 2023 | blog.zoom.us | Nick Johnson |Bob Grohs |Jennifer Clark

Contact Center, Workforce Engagement Management, Workforce Management It’s that time of year again. Leaves are falling, and temperatures are cooling off. Customers everywhere are making their holiday gift lists and checking them twice, while retail contact center supervisors are deep in navigating their busiest time of year. We get it. Being a contact center supervisor during this season is hard.

Nov 13, 2023 | blog.zoom.us | Nicole Gray |Mahesh Ram |Smita Hashim |Bob Grohs

“There would be no Ready Set Push without Zoom,” Kiana Ayers said. Through her nonprofit, Ready Set Push, she runs virtual prenatal classes and support groups while still working as a registered nurse on the side. “The ease of the Zoom platform and the way that I can access it, no matter where I am, has made it possible to continue to keep this sustainable.”To Kiana, continuing her work is literally a matter of life and death.

Sep 18, 2023 | blog.zoom.us | Ryan Ang |Jennifer Clark |Bob Grohs

We can all agree that customer happiness is top of mind for just about every business leader. How do you address modern customer expectations? What’s the secret to mitigating high call volumes? You’re constantly wondering how to move the needle and keep customers content. The answer may surprise you — you need to look inward if you want to elevate the customer experience. Specifically, you need to look at how you support your agents.

Sep 7, 2023 | blog.zoom.us | Jennifer Clark |Bob Grohs

When you consider the advantages of a chatbot for your organization, it’s easy to understand why so many companies are planning chatbot implementations. Not only do they free up resources for support teams – which can help contact center agents avoid burnout – but they provide 24/7 customer service, so customers can self-serve on their own terms. This fast and accurate customer support may just be the thing that sets you apart from the competition.

Aug 17, 2023 | blog.zoom.us | Jennifer Clark |Bob Grohs

Brand loyalty. It’s what businesses crave and what keeps consumers coming back. But happy customers don’t just come out of thin air, they’re earned. And once that trust is earned, satisfied customers are more likely to stay with your company and spend more money. In fact, McKinsey & Company reports that improving your CX can increase sales conversion rates by 10-15%!But, if you’re like many leaders, you may not know where to begin when it comes to improving CX.