Workforce engagement management

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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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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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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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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.

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

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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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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.

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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.