Recent searches


No recent searches

Triin Ilves's Avatar

Triin Ilves

Joined Aug 13, 2024

·

Last activity Nov 28, 2024

Sr Product Marketing Specialist

Following

0

Follower

1

Total activity

7

Vote

1

Subscription

1

ACTIVITY OVERVIEW

Latest activity by Triin Ilves

Triin Ilves created a post,

PostDiscussion - Workforce engagement management (WEM)

We’re absolutely delighted to have you join us! The Zendesk community is a vibrant space where you can connect, learn, and share experiences with fellow QA and WFM enthusiasts.

 

To get started, we encourage you to introduce yourself. Here are some suggestions on what to include in your introduction:

  • Name and role: Tell us your name and what your role is within your organization.
  • Experience level: Are you a seasoned support expert or are you just starting out in the field?
  • Your Zendesk journey: How long have you been using QA or WFM tools (or Zendesk) and which products do you use daily?
  • Interests and Goals: What are your interests in the customer service field? Do you have any specific goals or topics you’re keen to learn about?
  • Fun Fact: Share a fun fact about yourself to add a personal touch!

 

Now that you’ve introduced yourself, don’t forget to greet a few new faces in their posts! 👋 Follow topics that interest you, join User Groups, and start engaging by creating your first post or reacting to others.

 

Our community is continually growing, and we value your feedback. Just reply to this post if you have any ideas or suggestions.

 

Welcome aboard and happy connecting!

Posted Oct 21, 2024 · Triin Ilves

0

Followers

2

Votes

0

Comments


Triin Ilves created a post,

PostDiscussion - Workforce engagement management (WEM)

Hello WFM Magicians! 

Here's a list of Workforce Management (WFM) related resources that we've put together to help you understand the importance of WFM in customer service. We have categorized these so you can get started with WFM in your business, improve your existing WFM process and learn more from best practices.

Feel free to bookmark anything you find useful here or suggest more useful links in the comments. We will continuously update this list.

Be sure to hit the follow button to receive email notifications as shown in the screenshot below:


 

Blog

 

Customer stories

  • Ingram Content Group: how they're using WFM and AI to boost agent performance, efficiencies, and forecasting capabilities.
  • Sendle: how they increased productivity with omnichannel CX and WFM tools
  • Tembici: how they reached 30% cost savings with Zendesk WFM
  • Wyze Labs: how they swapped Freshdesk Assembled for Zendesk tools and saw 10X growth

 

Webinars

 

Product deep-dives

 

Product spotlight videos

Edited Oct 16, 2024 · Triin Ilves

0

Followers

3

Votes

0

Comments


Triin Ilves created a post,

PostDiscussion - Workforce engagement management (WEM)

Hello Quality Aficionados!

Here's a list of Quality Assurance (QA) related resources that we've put together to help you understand the importance of QA in customer service. We have categorized these so you can get started with QA in your business, improve your existing QA process, learn more from best practices, and solidify your customer relationships with excellent CX.

Feel free to bookmark anything you find useful here. We will continuously update this list and comment on the post when the new resource is added.

Be sure to hit the follow button to receive email notifications as shown in the screenshot below:

 

Blog

 

Customer stories 

  • Rentman: How they do QA reviews to deliver targeted, effective feedback to support agents?
  • CityGo: IQS is more important to them than CSAT? 
  • Geckoboard: How they elevate customer support with peer reviews?
  • Guesty: How they use QA results as input for their weekly 1:1 sessions?
  • Buffer: How they cut their QA time by 50% switching to Zendesk QA?

 

Learning courses

 

Podcasts

 

Webinars

 

Product spotlight videos

  1. Get started with QA: 
  2. All about AutoQA:
  3. Product features:

Edited Oct 16, 2024 · Triin Ilves

0

Followers

1

Vote

0

Comments


Triin Ilves created a post,

PostDiscussion - Workforce engagement management (WEM)

Greetings to all community members! 👋

We are excited to announce the launch of our new Workforce Engagement (WEM) discussion topic! This is a dedicated space for you to engage in discussions around Zendesk Quality Assurance (QA) and Workforce Management (WFM) or anything related that sparks your interest!

Our aim in creating this area is to foster a vibrant community where members can exchange ideas, share experiences, debate methodologies and learn from each other. Whether you're a seasoned QA or WFM veteran or just beginning your journey, your unique perspective is invaluable and we encourage you to contribute.

Don't hesitate to ask questions, ponder the intricacies of WEM or share your own best practices and insights. And remember: every conversation is a fresh opportunity for discovery and growth. This topic is your go-to place to learn, connect and excel in your use of Zendesk WEM tools.

Let's embark on this journey of knowledge exchange together. We can't wait to dive into the rich and varied discussions that we'll be having here. Let's make the most out of the experience!

Stay tuned for regular updates, event and webinar announcements, and thought-provoking topics. Looking forward to hearing from all of you soon!

Edited Oct 16, 2024 · Triin Ilves

0

Followers

1

Vote

0

Comments


Triin Ilves created a post,

PostQ&A - Quality Assurance

Welcome to all new Zendesk community members! This Zendesk QA (formerly known as Klaus) topic, within Zendesk, is your ideal spot for seeking answers and asking questions on quality assurance.

Count on it as your educational resource and a place to interact with other community members like you. We are a supportive and friendly group, always eager to assist - so there's no need to hesitate with any question or concern that comes up.

Our single most important goal for this topic is to help you create, build, or support the best support teams possible and leverage ZendeskQA to make the most out of the QA experience. We simply can't wait to connect with you!

Remember, every question is an opportunity for learning; whether you're a seasoned user of a quality tool like Zendesk QA or brand new to our community, we wholeheartedly urge you to chime into conversations, ask away your queries, and keep your hunger for learning alive. Keep an eye out for regular updates and don't miss the opportunities to expand your wisdom about Zendesk QA and all its diverse features.

Edited Oct 16, 2024 · Triin Ilves

0

Followers

4

Votes

0

Comments