Contact center agents knowldege update
Hi All,
I am wondering how we could improve our contact center agents awareness of operationnal updates.
By instance how do you inform that a system you are using is due to be in maintenance at a specific time?
Or that a co-worker is not available and cannot be reached? Or update about a zendesk feature that has been mofified?
These questions are not related to a ticket but general ops update.
Is there any app I could install in Zendesk that fulfill this needs?
Guide does not really match this format (as it requires someone to look for especifically for something) Our contact center agents are intensively using support, which is why I am looking for a solution here ( like an app that pop up when an agent log in and request a "read and understood" signature.)
Thanks for help!
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Hey Morvan,
Excellent question! I'm going to get this posted added to our monthly Community Roundup to help provide visibility to other users who may be able to offer up some solutions for you.
Cheers!
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Hey Morvan,
I guess there's a number of ways you could do this. Given that your use case involves multiple areas, you might want to consider Zendesk's own free "Notifications" app - this lets you broadcast messages to all agents in Support, and we've found it super useful for communicating changes to Zendesk, or if we have a particular issue we need our agents monitoring. You can find it here: https://www.zendesk.com/apps/support/notification-app/?source=app_directory
Zendesk have also recently released an integration with Atlassian's Statuspage.io - for system maintenance, this can be an absolute god-send, and allows agents to see current and upcoming system maintenance within the agent interface. Statuspage isn't a free tool, but it's not expensive and super helpful. You can read about the integration here: https://support.zendesk.com/hc/en-us/community/posts/360029903514-What-is-the-Atlassian-Statuspage-integration-for-Zendesk-Support-and-Chat-
Between these two tools, I reckon there's a solution in there for you somewhere :)
Best,
Paul Tarling -
Thanks a lot Paul.
I could not find it, that is really useful for us.
Morvan
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