AI & QA in Workforce Optimisation with Zendesk Workforce Engagement Management (WEM)

Focused for executives and customer service managers, we will explore a practical approach to Zendesk's Workforce Engagement Management (WEM).

• Introduction to Workforce Engagement Management
• Best practices: Learn about WEM best practices that can transform your support team and consequently improve the customer experience.
• Agent Performance Optimisation: Learn how to use advanced performance management tools to continuously evaluate and improve the skills of your agents.
• Improving the Quality of Interactions: Learn how to provide your agents with recommendations such as language and context to elevate service quality.