🎉 *Unlock Customer Service Excellence! - August 29 Event Recap* 🎉

👥 *About the Event* 👥
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.

📚 *What You’ll Learn* 📚

• *Best Practices in WFM and QA:* Discover actionable strategies shared by industry leaders.
• *Innovative Solutions:* Stay ahead of the curve with state-of-the-art tools and technologies.
• *Workflow Optimization* Gain valuable tips to make your processes more efficient and effective.

👉 *Links & Resources* 👈

• *Previous Events:* https://zdsk.co/3XuZLAT
• *Join the Community:* https://www.zendesk.com/zendesk-community/
• *Our Event Summary Article:* https://zdsk.co/4eaNV4m

🚀 *Let's Elevate Customer Service Together!* 🚀
If you found this event valuable, please like, share, and drop a comment with your thoughts or questions. Until next time, let's continue striving for customer service excellence!

+Timestamps*

00:00 - What's Trending with WFM & QA

01:35 - WFM & QA Combined

02:35 - How WEM helps with customer goals

03:30 - Questions from the audience

06:15 - AI Powered Workforce Management

06:55 - Predictive AI-Powered Forecasting

07:45 - Automatically generated schedules

09:00 - Agent Activity Tracking

09:40 - Real Time Manageemnt

10:40 - Reporting

11:20 - Find Trends, review activity, and get specific

13:00 - Zendesk QA

13:35 - QA for AI Agents

14:20 - Use AI to identify blind spots

16:55 - AI Powered Voice QA

18:00 - Speed up & improve call review efficiency

20:00 - Questions from the audience

23:00 - The road to WEM success

23:50 - Assess & Set Objectives

25:40 - Plan & Connect

27:30 - Track & Improve

32:00 - Live Q&A

32:15 - How well does Zendesk WFM & QA scale with growing businesses or fluctuating customer service demands?

34:45 - What key performance indicators (KPIs) does the QA module track, and how are they measured?

37:15 - How do I start implementing workforce management?

38:00 - How does this process automate QA for complete coverage?

39:50 - What are the best ways to get the teams on board and engaged?

43:50 - Will the QA feature have customizable rubrics?

45:30 - Will the QA feature pull tickets at random for grading and have an option to do more targeted QA? Example, pull requests randomly based on ticket tag?

46:20 - Will we be able to tie QA into Zendesk reporting?

47:15 - How can you gain visibility into inefficient or inefficiencies other than average handle time and were completed?

48:20 - What kind of concrete examples do you have from other customers?

49:00 - How many other teams leveraged WFM for internal CS workflows? Or how have other teams?

50:10 - How effective is Zendesk WFM in providing real time insights into agent performance and workload?

51:25 - Can Zendesk WFM be customized to accommodate different team structures or business models?

52:30 - How can I get assistance with setup to get the most out of these tools?

54:50 - What improvements are planned for the WFM tool this year.

56:00 - How can we build more trust in AI driven QA processes?

57:20 - How is WFM used when agents manage requests in multiple groups?

58:30 - I have a global workforce and I need to schedule my agents across multiple different timezones. How can I easily achieve this in WFM and be able to see the schedule in my local hours but also know what hours it is locally in that different timezone?

59:40 - Do you need to use Tymeshift for Klaus to work?
01:00:30 - Do you have any courses available that explain how to set up QA process?
01:00:55 - Are Klaus and Tymeshift SOC-2 and HIPAA compliant?
01:02:20 - How long does the implementation usually take? If they were to sign next week they'd like an estimate on how long it will take to be up and running?
01:04:42 - How can one best measure agents "cherry picking" and skipping tickets?
01:06:04 - Is it possible to import forecast files (csv) into WFM?
01:06:30 - What's the best practice of automated QA for the team leaders to review problematic tickets?
01:07:30 - What are the best practices for using Zendesk WFM to improve agent productivity and efficiency?

#WFM #QA #CustomerServiceExcellence #SupportOperations #CommunityEvent

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