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Workforce engagement management

Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.


Auto QA: How to automate customer service quality assurance

Automated quality assurance will help define the future of support. Find out what that means, and what Auto QA can do for you.

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Customer service quality assurance job description: Examples

Looking for a customer service quality assurance specialist? Use a job description template and get inspired by real-life examples.

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Customer service audit checklist for better CX

A customer service audit is one of the best tools in your toolbox to ensure you offer high-quality support.

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How to measure + improve your Internal Quality Score (IQS)

Internal Quality Score (IQS) reflects your customer service quality. Here’s how to define, measure, and improve it over time.

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1 min read

How to create a customer service QA program + checklist

Customer service QA programs involve monitoring the quality of customer interactions. Follow our checklist and examples to create your own.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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4 min read

Elevate the quality of your customer support with Voice QA and QA for AI agents

Introducing the latest advancement in our AI-powered QA solutions: Voice QA and QA for AI agents, ensuring consistency across 100 percent of your support channels.

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9 min read

Workforce planning: Definition, benefits, + best practices

Effective staffing doesn’t happen accidentally—it results from meticulous planning, forecasting, and analysis. Learn how workforce planning can help you increase team productivity.

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1 min read

Workforce management terms: The complete A-Z glossary

Discover the key workforce management terms you need to know with our comprehensive glossary.

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