Workforce engagement management (WEM) at 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.

• 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.