Join our next 20-minute redk LIVE for valuable insights on how to implement WEM to optimise agent support operations, reduce human error, improve service efficiency and enrich the agent experience. Focused for executives and customer service managers, we will explore a practical approach to Zendesk's Workforce Engagement Management (WEM).
- Introduction to WEM: Understand what Workforce Engagement Management is and why it is essential for your business.
- Key benefits: Discover how WEM improves your human capital management, increases employee engagement and retention, enhances the quality of support and boosts team productivity.
- Optimisation with Zendesk WEM: Get familiar with Zendesk's tools to predict labor needs, automate schedules and manage productivity in real time.
- WEM Essentials: Know the fundamental components of workforce management, service quality and performance management.
- Best practices: Learn about WEM best practices that can transform your support team and consequently improve the customer experience.
- Agent Management Transformation: Discover how to move from managing schedules and quality of interactions in Excel and Outlook to an end-to-end, automated solution with Zendesk WEM.
- Reducing Human Errors: Learn how to avoid common errors in scheduling and measuring the quality of interactions, improving accuracy and efficiency.
- 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.
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