Workforce engagement management
Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.
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.
Latest stories
Article
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.
Article
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.
Article
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.
Article
1 min read
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.
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.
Article
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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