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
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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.
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.
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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.
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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