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White Paper 4 min read

Optimizing service efficiency: A guide to Zendesk workforce engagement solutions

Check out our latest free guide to find out more about Zendesk's Workforce Management (WFM) and Quality Assurance (QA) key features, and how they can help improve your customer service operations.

By Lilia Krauser, Staff Writer

Last updated March 21, 2024

In the current customer service landscape, expectations are skyrocketing, with demands for faster and higher quality service experiences becoming the norm. Zendesk’s Workforce Engagement Management (WEM) solution is well-equipped to help companies navigate these challenges. Our AI-driven workforce management (WFM) and quality assurance (QA) capabilities are designed to optimize service operations, enabling organizations to deliver superior customer service experiences that go above and beyond customer expectations.

In this guide, you’ll find:

– A brief introduction to WFM’s key features, which include real-time agent activity tracking, comprehensive performance reporting, and accurate forecasting and scheduling

– An overview of QA’s key features, including setting up a scoreboard, using Auto QA, and leveraging the ‘Spotlight’ feature to improve service quality and data-driven coaching

– How implementing WFM and QA can lead to a loop of continuous improvement in service operations for organizations

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