Why are QM and WFM for Zendesk better together?
Playvox Workforce Engagement Management delivers to our customers the best of Quality and Scheduling, now package that with the power of your Zendesk instance and take your operations to a new level.
Quality Management for Zendesk
Our apps for Zendesk Support and Zendesk Chat deliver on the following:
- Monitor service quality easily.
- Solve issues and drive continuous improvement through in-system coaching.
- Send targeted training.
- Recognize and reward your team based on their results.
Workforce Management for Zendesk
Intelligently forecast, schedule and monitor your workforce in real time by:
- Capturing agent activity as they work on tickets or phone calls.
- Providing a view of the agents current scheduled tasks and start times.
- Integrating with Zendesk Talk to synchronize Talk availability based on current task selected.
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.