33 stories
Bitly’s links and QR codes may be everywhere, but chances are you’ll find the company’s Global Head of Customer Support, in one of two places: running support experiments from his home office or collaborating with other leaders in his favorite community group, Zendesk for Startups.
Zendesk announced today that it will acquire Ultimate, an industry-leading provider of service automation, to deliver the most complete AI offering for customer experience (CX) in the market.
The post The benefits of adopting an AI-powered workforce engagement management solution appeared first on Zendesk.
The Agent Status Dashboard is a tool designed for managers and team leaders to provide real-time visibility into their agents’ current activities. Yep, you read that right—we’re talking real-time insights on agents’ operations.
This will save you time on Zendesk WFM when you need to understand who’s in and who’s not while providing: Better visibility for the attendance events (lateness, absence, overtime) Information that might be valuable for Payroll Reports (such as clock-in and out information, time logged as a…
What is workforce optimization? Workforce optimization (WFO) is a business strategy that combines workforce management (WFM) and quality assurance (QA) principles to maximize workforce efficiency.
Former First Lady Michelle Obama has spent her life challenging us to reconsider where that “supposed to” comes from—and who determines it. Her life shows us that you don’t have to look a certain way or act a certain way to fit in; you don’t have to make a lot of money or come from […] The post…
What is AI as a service? AI as a service (AIaaS) is a service offered by third-party vendors that allows businesses to incorporate AI-powered tools and capabilities into their systems.
Olivia is a customer service agent at a bustling, understaffed customer service department. She primarily responds to written support requests, like emails and chats, and can handle 30 to 50 messages per shift. However, her capacity often fluctuates based on the complexity of the tasks.
In this episode of Sit Down Startup, get to know Donald Muir, the creator and driving force behind Arc, a digital bank crafted for the tech-savvy crowd. Muir, along with his co-founders Nick Lombardo and Raven Jiang, started Arc while they were attending Stanford Business School.
What is intelligent call routing? Intelligent call routing (ICR) is a refined telecommunications technology that efficiently directs incoming calls based on various factors, such as the caller’s needs and agent availability.
What is revenue churn? Revenue churn measures the monthly recurring revenue (MRR) loss from existing customers over a specific period. This metric focuses on customers who have canceled or downgraded their monthly subscriptions.
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Route Route (Support) is at the forefront of enhancing the post-purchase journey, offering unparalleled protection and convenience to both brands and their customers.
If you’ve ever walked into an Aesop store, it’s a full sensory experience. The smells, the sights, the samples—and the incredibly warm and knowledgeable staff. It’s hard to imagine such a rich experience ever existing online and yet, the team at Aesop is tackling just that.
AI is radically transforming the world of customer service, and at Zendesk Relate, you’ll gain insights and best practices to lead your organization through this next wave of transformation successfully and make your business ready for AI-first service.
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