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Paul Beirne

Entrou em 22 de out. de 2021

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Última atividade em 14 de ago. de 2024

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Paul Beirne comentou,

ComentárioManaging Talk

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

Exibir comentário · Publicado 23 de jul. de 2024 · Paul Beirne

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Paul Beirne comentou,

ComentárioGetting 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.

Exibir comentário · Publicado 08 de mar. de 2024 · Paul Beirne

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