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Paul Beirne

Adhésion le 22 oct. 2021

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Dernière activité le 14 août 2024

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Paul Beirne a ajouté un commentaire,

CommentaireManaging Talk

Is Intent/Sentiment data for Talk tickets based on the call transcripts in the works?

Afficher le commentaire · Publication le 23 juil. 2024 · Paul Beirne

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Paul Beirne a ajouté un commentaire,

CommentaireGetting started with live chat

I've really enjoyed using the Training Tickets App for Zendesk Support to onboard new agents. It lets you take actual customer tickets in your live Zendesk environment, save them as 'practice tickets' and organize them into a course for new agents to go through. They can use macros, tags, and all the custom options in your Zendesk instance without the reply actually going out to a live customer. Managers can then review their work in a safe way, again, without working on live customer tickets. Highly recommend. I use it for quick Quality Assurance (ie. "How would you solve this?") quizzes with my seasoned agents as well.

Afficher le commentaire · Publication le 08 mars 2024 · Paul Beirne

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