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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.


Agent performance: What it is + 25 metrics to track

Agent performance is directly tied to customer retention and operational efficiency. Learn important metrics and how to improve agent performance.

Latest stories

Article
3 min read

The new era of AI-powered Workforce Engagement Management

Discover the latest releases for Zendesk QA and WFM and how they can elevate your customer service operations.

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2 min read

Workforce engagement management (WEM): An essential guide

Discover the basics of workforce engagement management, including how to optimize your support operations and benefit customer service agents.

Article
1 min read

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.

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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.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
4 min read

What's new in Zendesk Workforce Management (WFM)

Check out the latest integrations and enhancements within the Zendesk platform.

Article
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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