Workforce engagement management
Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.
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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.
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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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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.
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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.
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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.
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4 min read
What's new in Zendesk Workforce Management (WFM)
Check out the latest integrations and enhancements within the Zendesk platform.
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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.
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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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1 min read
Workforce scheduling: What it is and how to hone it
A successful workforce scheduling strategy can increase team efficiency and productivity. Learn how to optimize your workforce schedules in our guide.
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1 min read
Workforce forecasting: The smart staffing strategy
Workforce forecasting is a strategic practice that anticipates a business’s staffing needs. Learn how to implement this practice in our guide.
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1 min read
Customer service quality assurance: The ultimate guide
Customer service quality assurance can help you provide a better customer experience. Learn all about the QA process in our guide.
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6 min read
5 ways WFM for agents is great, explained by a former agent
Workforce management provides several benefits to agents, including improved focus, additional resources, and valuable assistance.
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