Zendesk QA.
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Zendesk QA: Smart quality assurance solution for improved customer service.
Zendesk QA is an advanced quality control solution designed to improve customer service by providing insight into support performance. Previously known as Klaus, this solution was acquired by Zendesk earlier this year. Quality control solutions like Zendesk QA help companies maintain high standards in customer communication and increase customer satisfaction.
Examples of use cases are:
- Ensuring that agents maintain the same standard in their responses to customers.
- Identifying potential churn.
- Identify the most skilled employees.
- Identify areas where employees need more training.
AI-powered analytics.
Zendesk QA uses AI to analyze 100% of customer calls. The AI populates scorecards for all calls, which can be customized to your business needs. This eliminates the need for manual review and highlights calls that need attention, saving time and reducing operational costs.
Identification of problem areas.
Zendesk QA helps you quickly identify and resolve issues by pinpointing churn risks, deviations and escalations. This empowers team leaders to quickly address or escalate issues with churn risk, correct knowledge gaps, and improve service quality.
Performance overview.
By linking insight cases to CSAT scores, you get a holistic picture of your team's performance. The data can be filtered by department, team or individual agents for deeper insights. This makes it possible to identify cases that can be used in the context of training, such as cases where the customer was initially dissatisfied but the agent managed to turn the situation around.
Targeted skills development.
Management can provide systematic feedback to agents based on analytics from Zendesk QA. This contributes to the continuous improvement of agents' skills and customer service quality.
An important tool in performance reviews.
Zendesk QA provides a solid foundation for performance reviews, where managers can highlight both examples of successful performance and areas for improvement. Targeted coaching and feedback improves agents' skills, which in turn leads to higher quality scores.
Increased agent performance.
Zendesk QA is designed as a tool for agents to get an overview of their own performance. The guidelines for how cases should be handled become clearer with a quality control tool, which is important for agents to be able to improve. In addition, it makes it easy to identify areas where employees need to improve their skills, as well as to find the best employees who can help others.