Agent tips
How to build a QA scorecard: Examples + template
A QA scorecard can help you reduce customer churn and boost agent performance. Learn why it’s important and download our scorecard template below.
Latest stories
Article
6 min read
5 ways WFM for agents is great, explained by a former agent
Workforce management provides several benefits to agents, including improved focus, additional resources, and valuable assistance.
Article
8 min read
Agent scheduling: Benefits + best practices
Effective agent scheduling can help optimize operations and improve the customer and employee experience. Learn the benefits and best practices in our guide.
Article
4 min read
AI is transforming the role of CX agents—see what they expect and when
Learn what 600 CX leaders and agents predict the future of their industry will look like leaning into AI over the next few years.
Article
3 min read
Zendesk acquires Tymeshift, bringing AI-powered workforce management to customers
The acquisition furthers the company’s commitment to offer innovative omnichannel and AI capabilities powering exceptional customer experiences.
Article
6 min read
How AI is boosting agent intelligence—and evolving the CX team
Agents and AI must work hand in hand to deliver the kinds of experiences that keep customers coming back.
Article
9 min read
5 banking customer experience trends to consider for 2025
Banks that consistently optimize the customer experience grow faster. Here are trends and best practices to help guide your CX strategy—and drive customer relationships that last.
Article
6 min read
What is agent experience? (+ why it's good for customers, too)
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…
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