The New Era in AI-Powered Workforce Engagement Management
Posted: Sun Dec 22, 2024 5:11 am
Learn about the latest releases of Zendesk QA and Zendesk Workforce Management, and how these products can improve your customer service operations.
AI-powered customer interactions are increasing by the minute. Zendesk AI workforce engagement tools are one way CX teams can optimize their service operations and productivity without sacrificing quality.
At Relate, we announced Zendesk’s employee engagement management solutions, a new wave of innovations that will transform the way service operations are conducted. Here’s how customers are already adopting and getting the most out of these features.
Deliver faster, higher-quality customer experiences with Zendesk QA
Zendesk QA enables you to ensure quality service experiences, covering 100 percent of your customer service interactions. Liberty London , a British luxury retailer, currently uses australian whatsapp number Zendesk QA to streamline quality assurance processes and ensure a consistently excellent customer experience. Liberty uses Zendesk QA to pinpoint the exact areas where customer service needs improvement across all channels, thereby bringing the customer experience up to par with their high luxury standards. As a result, Liberty has a CSAT of 88% (an increase of 2.3%) and has managed to reduce first response time by 73%.
“As a renowned luxury goods company, it is crucial to improve our customer service to live up to our reputation. Zendesk QA provides us with clear quality oversight by pinpointing the exact areas that need improvement.”
— Sophie Elgar, Quality and Training Manager at Liberty
Building on this foundation, we are introducing AutoQA for AI agents within Zendesk QA, helping to ensure the quality of automated service interactions. This also ensures that AI agents represent your brand well and deliver on the promise of quality and service, enabling you to meet increasing customer service expectations.
On top of that, we also introduced Voice QA, which puts the power of Zendesk AI to work to evaluate call transcripts, score calls, and identify outliers for manual evaluation, just like it does for other channels. All of this gives you greater visibility into agent performance.
AI-powered customer interactions are increasing by the minute. Zendesk AI workforce engagement tools are one way CX teams can optimize their service operations and productivity without sacrificing quality.
At Relate, we announced Zendesk’s employee engagement management solutions, a new wave of innovations that will transform the way service operations are conducted. Here’s how customers are already adopting and getting the most out of these features.
Deliver faster, higher-quality customer experiences with Zendesk QA
Zendesk QA enables you to ensure quality service experiences, covering 100 percent of your customer service interactions. Liberty London , a British luxury retailer, currently uses australian whatsapp number Zendesk QA to streamline quality assurance processes and ensure a consistently excellent customer experience. Liberty uses Zendesk QA to pinpoint the exact areas where customer service needs improvement across all channels, thereby bringing the customer experience up to par with their high luxury standards. As a result, Liberty has a CSAT of 88% (an increase of 2.3%) and has managed to reduce first response time by 73%.
“As a renowned luxury goods company, it is crucial to improve our customer service to live up to our reputation. Zendesk QA provides us with clear quality oversight by pinpointing the exact areas that need improvement.”
— Sophie Elgar, Quality and Training Manager at Liberty
Building on this foundation, we are introducing AutoQA for AI agents within Zendesk QA, helping to ensure the quality of automated service interactions. This also ensures that AI agents represent your brand well and deliver on the promise of quality and service, enabling you to meet increasing customer service expectations.
On top of that, we also introduced Voice QA, which puts the power of Zendesk AI to work to evaluate call transcripts, score calls, and identify outliers for manual evaluation, just like it does for other channels. All of this gives you greater visibility into agent performance.