With 63%* of teams seeing more interactions over messaging and chat and higher volumes of customer engagement – requests were up 14%since last year – they want more power to keep up with rapid change. 

There’s a real challenge in keeping customer satisfaction high while ensuring agents can be more productive. Support teams face challenges when it comes to performance, often pushed to adjust on the fly or being moved to new roles where they are made to staff different support channels. Team leads want to better understand performance so they can identify training opportunities for agents and boost morale to prevent turnover. 

Agent Workspace can help by enabling teams to manage all customer conversations from a single place, solve issues faster, boost productivity and have the flexibility to understand performance and adjust as they go. 

Its powerful tools continue to be enhanced and new features this quarter are: 

New options to manage and set agent status 
Agents can set their status in a single place across channels. Admins can create custom agent statuses tailored to the needs of their teams – for example, statuses for lunch or leave. 

Omnichannel routing launched
This allows agents to get automatically routed conversations based on their status and spare capacity, as well as the conversations’ priority level. Works with email, messaging and phone support in Agent Workspace. 

Admins can easily create agent status settings and routing configurations using triggers and set routing rules for which conversations should be pushed to which agents. 

Live agent activity reporting 
Live agent activity reporting helps team leads balance availability and workload across agents, monitor individual agent performance and identify areas where the team can improve, all from a central location.

With a pre-built live dashboard in Explore, they can see how much time agents are spending in different statuses, as well as which conversations specific agents are currently working on. It’s also possible to incorporate agent activity metrics into custom dashboards. 

These enable your organisation to:

  • Deliver better, faster, and more conversational service consistently meaning happier customers and more adherence to service level agreements (SLAs). 
  • Manage incoming requests more efficiently and increase agent productivity. 
  • Boost team performance and identify areas to improve, improving your agent retention. 
  • Boost customer lifetime value (LTV) with differentiated experiences for VIPs. 

*Zendesk CX Trends 2022

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