Why are QM and WFM for Zendesk better together?
Playvox Workforce Engagement Management delivers the best of Quality and Scheduling. When you integrate them with Zendesk, you have a powerful way to level up efficiency and CX at the same time.
Workforce Management for Zendesk
Forecast, schedule, and monitor your workforce in real time to avoid over- or under-staffing by:
- Capturing agent activity as they work on tickets or phone calls
- Providing a view of agents’ current scheduled tasks and start times
- Integrating with Zendesk Talk to synchronize Talk availability based on current task selected
Quality Management for Zendesk
Our apps for Zendesk Support and Zendesk Chat:
- Monitor service quality easily
- Solve costly issues faster and drive continuous improvement through in-system coaching
- Send targeted training to improve CX and customer sentiment
- Recognize and reward your team based on their results
Bidirectional Syncing with Zendesk
Keep all relevant data updated in Zendesk and Playvox, allowing agents to track their performance for:
- Number of evaluations
- Overall QA score
- Number of errors
- Percentage of records signed
