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Prepare Your Support Call Center for the Holiday Rush with Zingtree
The most chaotic season of the year is quickly approaching, and it’s more important than ever to prepare your call center staff for the impending holiday craziness. Beyond having helpful, well-trained...
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Health Insurance Decision Trees: How Blue Shield of California Uses Zingtree
Operating within a large call center for healthcare insurance is a complex process. Healthcare specialties aside, any type of insurance is complicated both in discussion and when put into practice –...
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Push Live: A Simple Decision Tree Publishing and Approval Process
Some of our larger customers have asked for a simple process for managing changes to their decision trees. When there are multiple people involved in making edits, and the final versions need...
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Verifying Agents using Google Sign-in
Besides using Single Sign-on to limit access to your Zingtree decision trees, a simpler way to do this is to leverage Google Sign-in to verify the identity of agents or employees using your trees....
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5 Trends in Contact Center Training to Pay Attention To
The training systems and programs put in place at contact centers have everything to do with the overall success, productivity, and effectiveness of the agents it employs. As technology rapidly...
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How AI & Automation are Powering Retail Customer Experience
2017 was a year that defined a whole new wave of evolution for user experience in the retail and eCommerce industry. AI and automation are true drivers of change in this new era of forward-thinking...
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Business Changing Technology: 5 of the Best Customer Success Stories
Any business operation can expect to have a variety of customers. Regardless of industry, no matter how big or small, every customer is different. Emotions can take the reins of your customer service...
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Decision Tree Improvements – January 2018 Updates
This past month’s updates include some new security and access restriction features, performance enhancements, interface improvements, and a variety of small bug fixes. Here are the details: New...
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Industry Leaders Weigh In: Here are the Top Strategies for Customer Retention
We’re incredibly invested in the customer support industry, its processes, and all of the other key business functions that affect it. Customer retention is one such area that is directly intertwined...
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What Kind of Valentine’s Card Should I Give?
Valentine’s Day is back yet again! Whether you’re searching for last-minute ideas for your significant other, mom and dad, or other VIP’s in your life, the simple and sincere Valentine’s card is a...
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3 Simple Ways to Show Customers That You (Really) Care
While February is typically reserved for the romantics of the world and sharing appreciation to those in our lives, we believe the practice of showing people that you care should be a year-round...
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The Visual Designer: Drawing Out Your Decision Tree
Everyone prefers their own way of creating, and it can come in many forms. To address this, we built Zingtree with a few different ways to design and construct an interactive decision tree (as well as...
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3 Massive Ways Decision Trees Are Improving Process Flows
We understand how key well-laid out process flows are for mapping each stage of the business processes our customers deal with every day. Traditionally crafted up using expensive software or other...
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Call Center Agent Scripts with Salesforce Lightning
Salesforce Lightning is the new, modern rewrite of Salesforce Classic. And as it evolves, it is getting better at interfacing with pop-up applications like Zingtree, although it still lags behind the...
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Customer Service Automation: How Far is Too Far?
Customer service automation isn’t your average trend – quickly and surely, the use of automation tools are changing the way customer support teams and companies operate, communicate, and learn about...
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4 Customizations to Make Self-Service Support More User-Friendly
When developing a customer-facing decision tree, an important piece is to add some personality, brand identity, and industry-relevant knowledge to allow end-users a more user-friendly customer support...
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Insights Success Interview: The 10 Most Innovative Contact Center Solution...
Insights Success is “The Best Business Magazine” in the world for enterprises. Being a platform, it focuses distinctively on emerging as well as leading fastest growing companies, their...
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Making Your Knowledge Base Interactive with Decision Trees
A knowledge base of articles and resources is often at the very heart of a customer support strategy. An effective knowledge base will house materials that can help customers self-solve, troubleshoot...
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Agent Update Alerts for Call Scripting
Several contact center clients have asked for a way to display one-time notifications to agents when critical parts of an interactive decision tree have changed. This is easily accomplished using...
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Call Centers: Here Are 10 Knowledge Management Mistakes That You May Be Making
Knowledge management is one of the most important business functions in any industry – for call centers, in particular, having an effective knowledge base isn’t just a nice-to-have, it’s necessary....
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