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Grace Maxon

Joined Oct 16, 2021

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Last activity Nov 13, 2024

Customer Success

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ACTIVITY OVERVIEW

Latest activity by Grace Maxon

Grace Maxon created a post,

Post Discussion - Success with Zendesk

This month’s Customer Success on demand focuses on workforce engagement management and how it can not only benefit you and your team, but also your customers. Workforce engagement management (WEM) is a set of tools designed to optimize support operations, increase service efficiency, boost performance, and improve the agent experience, saving the whole organization time and money. This video series dives deeper into how to utilize WEM tools, ways they can benefit you and your team, and where you can learn more. 

Customer Success on demand 

Videos this month can be found here and cover the following topics: 

What is WEM & why should I care? 

Workforce engagement management, or WEM, is a comprehensive suite of tools designed to optimize your support operations, enhance service efficiency, boost agent performance, and create a better overall experience for your teams. This video will help you better understand why and how WEM can improve your team's workflows and practices. ⭐️

What does WEM do for me?

This video will cover what workforce engagement management is, how Zendesk can assist with it, and the benefits that you'll see with your team after you implement it into your practices! 📈

Quality assurance with Zendesk 

Zendesk QA pinpoints conversations with positive or negative sentiment, identifies outliers, churn risk, escalations, and follow-ups across all conversations – even those done by outsourced teams. This video will cover ways that quality assurance can benefit you and your team, how to measure QA, and how to bring it to your business. 💡

Workforce management with Zendesk

In this video, we'll discuss how Zendesk's workforce management can simplify your agent scheduling, improve ticket forecasting, and increase team productivity, all natively to Zendesk. ⏱️ 

More resources for you 

Customer Success Live

Q and A with Zendesk Customer Success

Resources from the Zendesk Help Center

Customer service quality assurance: The ultimate guide

Workforce engagement management (WEM): An essential guide

Uplevel your knowledge with Zendesk Training 

As you’re looking to understand how to maintain your Zendesk, we highly recommend taking our free, on-demand training.

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own customer success team. 

 

Edited Oct 22, 2024 · Grace Maxon

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Grace Maxon created a post,

Post Discussion - Success with Zendesk

Agent productivity is the engine that drives your support team across the finish line, helping to satisfy customer needs and provide meaningful resolutions. Be sure to check out this video, where we will cover how to measure your agent productivity so you can make data-backed decisions. 📊

 

Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity in mind; check them out here: 

We have a lot of really wonderful resources and videos all about agent productivity in our community post here - be sure to check them out! 

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

Edited Jun 20, 2024 · Grace Maxon

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Grace Maxon created a post,

Post Discussion - Success with Zendesk

Customer support can be a fulfilling and engaging job, but it sometimes gets a little repetitive. Gamification is a fun and exciting way to mix things up for your team! This video will cover the foundations of gamification, why it’s so beneficial for you and your team, and how to implement it into your Zendesk. 🕹️

Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity in mind; check them out here: 

We have a lot of really wonderful resources and videos all about agent productivity in our community post here - be sure to check them out! 

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

Edited Jun 20, 2024 · Grace Maxon

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Grace Maxon created a post,

Post Discussion - Success with Zendesk

Service level agreements, or SLAs, are one of the most important (and easiest) things that you can implement into your practices to improve your team's productivity in Zendesk. In this video, we explore service level agreements, which are formal contracts detailing the performance expectations and support standards for a service. 🤝

Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity and SLAs in mind; check them out here: 

We have a lot of really wonderful resources and videos all about agent productivity in our community post here - be sure to check them out! 

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

Edited Jun 20, 2024 · Grace Maxon

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Grace Maxon created a post,

Post Discussion - Success with Zendesk

We know that you and your team are doing great work with your Zendesk, but there's always a way to improve team productivity! This video will serve as an introduction to our series on Agent Productivity at Zendesk, we’ll be covering six different tips and tricks that you can immediately use to improve your team’s productivity, ultimately leading to cost savings and a better customer experience. 📈

Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity in mind; check them out here: 

We have a lot of really wonderful resources and videos all about agent productivity in our community post here - be sure to check them out! 

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

Edited Jun 20, 2024 · Grace Maxon

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Grace Maxon created a post,

Post Discussion - Success with Zendesk

Agent Productivity

This month’s Customer Success on Demand focuses on boosting agent productivity and optimizing support operations. Our new videos cover tips for enhancing agent productivity, strategies for balancing efficiency and customer experience, the benefits of gamification, understanding and implementing SLAs, and measuring agent productivity with data-driven insights. Use these resources to streamline workflows and improve team performance. 🚀

Customer Success on demand 

Videos this month can be found here and cover the following topics: 

Tips to improve agent productivity

This video will serve as an introduction to our series on Agent Productivity at Zendesk, we’ll be covering six different tips and tricks that you can immediately use to improve your team’s productivity, ultimately leading to cost savings and a better customer experience. 📈

Agent productivity in Zendesk

Customer support is not an easy job. As an agent, you need to balance being effective and efficient while keeping the customer’s issue and overall experience in mind. In this video, we’ll help you optimize and measure your agent productivity while continuing to deliver the best customer experience. 🥇

Gamification

This video will cover the foundations of gamification, why it’s so beneficial for you and your team, and how to implement it into your Zendesk. 🕹️

Service Level Agreements

In this video, we explore service level agreements (SLAs), which are formal contracts detailing the performance expectations and support standards for a service. 🤝

Tracking agent productivity

Agent productivity is the engine that drives your support team across the finish line, helping to satisfy customer needs and provide meaningful resolutions. In this video, we will cover how to measure your agent productivity so you can make data-backed decisions. 📊

More resources for you 

Checklists and to-dos

Tips to improve agent productivity 

Agent productivity in Zendesk

Gamification

Service Level Agreements

Tracking agent productivity

Community events 

Zendesk Deep Dive on AI Agents “the most autonomous bots in CX"

Up-level your knowledge with Zendesk Training 

As you’re looking to understand how to maintain your Zendesk, we highly recommend taking our free, on-demand training.

  • Complete this training
  • Become certified and share your messaging expertise with your network 
  • Need a little more assistance getting started? Check out this Digital Launch Package

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

 

Edited Jun 24, 2024 · Grace Maxon

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Grace Maxon created a post,

Post Discussion - Success with Zendesk

Customer support is not an easy job. As an agent, you need to balance being effective and efficient while keeping the customer’s issue and overall experience in mind. Be sure to check out our video, we’ll help you optimize and measure your agent productivity while continuing to deliver the best customer experience. 🥇

Additionally, we've created some checklists for you to use as you continue to build out your Zendesk with agent productivity in mind; check them out here: 

We have a lot of really wonderful resources and videos all about agent productivity in our community post here - be sure to check them out! 

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

Edited Jun 17, 2024 · Grace Maxon

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Grace Maxon commented,

Community comment Discussion - Success with Zendesk
Hi Armelle! 
 
Thank you for your question, and thank you, community, for your responses so far! 
 
We have a lot of really great resources surrounding SLAs: 
 
SLA resources
About SLA policies and how they work
Defining SLA policies
 
We'll also have a video coming out at the end of the month covering SLAs in a bit more detail. Be sure to follow along on this page for updates! 👏
 
A couple of pieces of advice: 
 
  • it's always better to have a relatively quick first-touch response time - this sets the precedent with your customers that their question is important to your team and you'll get back to them in a timely fashion. 
  • I encourage all of my customers to utilize the Next Reply Time condition - this ensures that a conversation will be continuous and that your agents will continue to give prompt responses; no ticket is left behind when using this feature! 
  • Finally, pay attention to the timing condition of this piece - Business Hours align with your schedule established within your Zendesk while Calendar Hours align with the 24-hour schedule. If you do not follow a "follow-the-sun" support model, I would encourage you to set your SLAs to Business Hours. 
 
Please be sure to follow up if you have any questions! 
Grace

View comment · Posted Jun 03, 2024 · Grace Maxon

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Grace Maxon commented,

Community comment Discussion - Success with Zendesk
Hi Naomi! 
 
Thank you for your question, and thank you, Christopher and Brandon, for your responses! 
 
There are lots of reports you can pull to measure agent productivity, outside of the ones listed above; here are some of our favorites: 
 
Ticket creation heatmap
Comparing an agent's tickets to the rest of the agent's group
Creating KPIs for tickets by status
Average ticket resolution time without pending or on-hold time
Reporting on agent reply brackets using the Updates history dataset
 
We also have our Explore recipes reference that has a ton of different report recipe cards you can follow to implement in your own instance! We also are expanding our CSAT capabilities to allow for more granular insights. 
 
Hopefully this helps! 
Grace

View comment · Posted Jun 03, 2024 · Grace Maxon

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Grace Maxon created a post,

Post Discussion - Success with Zendesk

This month’s Success with Zendesk release is all about getting the most out of your instance with quick and easy organization and optimization suggestions. Here at Zendesk, we want to help you unlock the full potential of your account with simple yet powerful optimizations that can dramatically boost your team’s efficiency and effectiveness. Removing unused ticket fields, reassigning licenses, and reducing unmonitored business rules are changes that can have a big, positive impact on your team’s productivity when adjusted properly.  We’ve included a bunch of resources to help get you started on any spring cleaning efforts or routine maintenance you’re looking to achieve! 🫧
 

 Customer Success on demand

Videos this month can be found here and cover the following topics:

Optimizing your Zendesk

This video will serve as an introduction to our series on optimizing your Zendesk, give you the ultimate optimization checklist, and help point you in the right direction for an effective, routine maintenance practice. 💪

Common pitfalls and how to avoid them

Whether we like to admit it or not, mistakes do happen - and that’s okay! This video discusses some of the common mistakes Zendesk users make when it comes to routine maintenance and how to repair them. 🧰

Benefits of optimizing your Zendesk

While there are many reasons to, this video goes into detail about the benefits of optimizing your Zendesk instance and how routine maintenance can lead to more success with the tool. 👏

 

More resources for you - 

Customer Success Live

Chat with our Success team and fellow Zendesk customers in this collaborative setting. A weekly opportunity to learn best practices & tips to strengthen your teams and achieve your goals.
Business rules- Trigger and automation deep dive and best practices

Q and A with Zendesk Customer Success

Community events

Admin User Group - October 2023 Meeting - The Future is Now

Uplevel your knowledge with Zendesk Training

As you’re looking to understand how to maintain your Zendesk, we highly recommend taking our free, on-demand training.

  • Complete this training
  • Become certified and share your messaging expertise with your network 
  • Need a little more assistance getting started? Check out this Digital Launch Package

If you found this information helpful, be sure to follow this topic to be notified of new posts curated by your very own Customer Success team. 

 


 

Edited Apr 19, 2024 · Grace Maxon

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