The latest from the Zoom blog

Discover how MLB™ and The Shield Companies enhance connected customer experiences using Zoom technology.

Customers like SMS and social media assistance but still prefer to speak to reps. Learn how AI self-service reduces queues and improves issue resolution rates.

It’s hard for managers to stay on top of agent performance. Find out how contact center quality management helps you improve service by spotting issues earlier.

Explore the benefits of a connected customer experience: seamless integration of technology and human touch, and all the CX insights from Zoomtopia 2025.

Boost call center productivity with proven formulas, key metrics, and practical tips to improve agent performance, cut costs, and deliver better customer service.

A call center CRM is software that helps manage customer interactions, streamline workflows, and improve service by organizing data across channels.

Discover what a softphone is, how it works, and why to choose a softphone over a desk phone. Explore key features and benefits to enhance your business.

Call routing is the technology companies use to direct callers to the right agents. Find out how it works, its key benefits, and how AI is transforming it.