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Workflow efficiency

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

9 min read

21 ways to improve team productivity

Follow these 21 tips to improve team productivity and keep your team running like a well-oiled machine.

8 min read

Workforce optimization: The ultimate guide for 2024

Workforce optimization makes processes more efficient and employees more productive and gives more flexibility to your bottom line. Learn more about it below.

9 min read

Intelligent automation (IA) benefits, components, and examples

Olivia is a customer service agent at a bustling, understaffed customer service department.

6 min read

23 workforce management metrics to optimize your operations

From head count to average handle time, here are 23 workforce management metrics you can use to understand your business better and hit your performance goals.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

1 min read

What is a workforce manager? (+ How to become one)

Workforce managers bring workforce management initiatives to life and ensure processes hit peak productivity. Learn more about these managers in our guide.

1 min read

Workforce planning template: 7 examples + tips

Even the best strategy can fail without a comprehensive checklist. Check out our seven workforce planning templates to nail your organizational strategy.

2 min read

Introducing the newest way to keep track of your agents' activity

Agent Activity provides real-time Intraday monitoring that showcases what agents have been working on throughout the day as well as their current activity.

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