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Harry Wray

Zendesk Team Member
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Activity overview

Latest activity by Harry Wray
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    Harry Wray commented,

    Official comment

    Hi James Van Soest thanks for your question. It's an interesting challenge. The team here are looking into this to  see if we can suggest a sensible approach. FYI @...  

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    Harry Wray commented,

    Great tips Felicity Scheltinga thanks for sharing. I actually know a contact centre team who go 'tools down' at 3pm every day to do the local newspaper's quiz together. It's one of the highlights o...

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    Harry Wray commented,

    Great ideas Paul and John, thank you! Bradley W it's an interesting question to explore. To one of John's points, one of our customers, Talei Wood from Vend (a great kiwi company), talks to an init...

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    Harry Wray commented,

    That's great to hear Patrick. Thanks for letting us know. We'd love to hear how it's going once you've started to get your customers engaged. Keep up the good work!

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    Harry Wray created a post,

    Dealing with decreased demand / lower ticket volumes

    Businesses are being impacted in a number of different ways and with the situation changing by the day, we are seeing a variety of unexpected secondary and tertiary impacts on demand and ticket vol...

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    Harry Wray created a post,

    Dealing with increased demand / ticket spikes

    It's no easy challenge to handle unexpected increases quickly and efficiently. We are seeing some ticket volumes double and even triple over this time, so if it feels like your tickets are flooding...

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    Harry Wray commented,

    Official comment

    Here are some recipes which are great for tracking agent productivity. Recipe When to use it Breaking down tickets created by time period You need to understand tickets raised during a ...

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    Harry Wray created a post,

    Tips for onboarding new agents - FAST!

    In the last few weeks the secondary and tertiary effects of COVID-19 have had unpredictable impacts on ticket volumes and the demands on customer support teams. Inevitably where ticket volumes have...

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    Harry Wray created a post,

    Building and managing a virtual support team - top tips

    With most businesses around the world scrambling to move teams online and mobilise their workforce, virtual teams are a hot topic. Zendesk has created some great advice around best practices for bu...

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    Harry Wray created a post,

    Working with BPOs during COVID-19

    As BPOs close or agents are moved to work from home, working with BPOs has become very different, very quickly. With that comes a multitude of new pressures and challenges.  Share your current chal...