Workforce Engagement Management: boost CX team productivity and QA with AI

WORKFORCE ENGAGEMENT MANAGEMENT broadly covers solutions that help organizations effectively manage their support teams with capabilities like time management + forecasting (WFM), Quality Assurance (QA), performance management, coaching, and LMS. WEM can be summarized into six core capabilities: ● Evaluation & Improvement (QA) ● Time Management (WFM) ● Metrics & Recognition (Perf. Management) ● Assistance & Task Management ● Voice of the Employee (Feedback) ● Recruitment & Onboarding In this webinar, we will present and show a demo of two AI-powered WEM tools that are part of the Zendesk suite: Tymeshift and Klaus Tymeshift integrates with Zendesk to simplify the complexity of running best-in-class CX teams. As a result, Work Force Management (WFM) enables CX teams to bolster agent engagement, lower employee turnover, reduce risk, save money, and deliver better customer experiences. Klaus’s AI helps companies pinpoint and fix gaps in customer service operations and automate QA across 100 percent of customer support interactions. It pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalation, follow-ups and scores all conversations - even those done by outsourced teams through BPOs. It spots knowledge gaps and coaching opportunities that can be used to improve agent performance. Klaus offers AI-powered insights from conversations happening within Zendesk, including from outsourced support like BPOs, as well as conversations happening within the help center or on social channels.