Workforce engagement management
Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.
Quality assurance: An essential and definitional guide
Quality assurance can reduce customer churn, identify opportunities to improve team performance, and cut operational costs. Increase confidence in your QA process with our guide.
Latest stories
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1 min read
Quality monitoring: Crucial best practices
Use quality monitoring to evaluate customer interactions, reduce churn, and improve agent performance.
Article
4 min read
What's new in Zendesk Workforce Management (WFM)
Check out the latest integrations and enhancements within the Zendesk platform.
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1 min read
What is employee performance management? A complete guide
Learn how to improve employee retention, development, and productivity in your workplace by muscling up your employee performance management.
Article
2 min read
Workload analysis: Definition + step-by-step process
A workload analysis uses real-time data to help you understand how agents are spending their time to increase your support team’s productivity while maintaining their well-being.
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1 min read
Workforce scheduling: What it is and how to hone it
A successful workforce scheduling strategy can increase team efficiency and productivity. Learn how to optimize your workforce schedules in our guide.
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