Automated ticket routing is a great way to boost your customer support. This video breaks down three essential rules for implementing an efficient ticket assignment process. Learn the benefits of automatic ticket assignment, understand what ticket routing is, and explore how to create effective ticket assignment rules.

On August 29, our community came together for an amazing event focused on achieving customer service excellence through the synergy of workforce management (WFM) and quality assurance (QA). Attendees had the opportunity to learn from a savvy panel of experts and explore the latest innovations set to elevate support operations to new heights.

15 Best Workforce Management Software Tools Full Software Unlock the full potential of your team with our ultimate guide to Workforce Management! In this video, we dive into essential strategies for optimizing team performance, scheduling, and resource allocation. Learn how to streamline workflows, enhance productivity, and effectively manage your workforce using cutting-edge tools and best practices. Perfect for managers and HR professionals looking to improve their team’s efficiency and satisfaction.

This episode features an interview with Rachel Happe, Founder and Digital Workplace, Organization, and Community Strategist at Engaged Organizations. In this episode, Shawn and Rachel discuss treating employees as assets rather than machines, rewarding human contributions, and valuing emotional and social aspects in the workplace.