Coffee Break:
Gaining operational agility to scale

About

Zendesk’s Coffee Break webinar series is bringing a collection of Top Tips with your morning cup of coffee and in under 30 minutes.

In this episode of the series, we’re going to talk about operational agility and services to scale which gives your support organization the edge it needs to boost agent efficiency and meet customers’ rising expectations.

With customer expectations at an all time high, support organizations need to respond and adapt to changes more quickly than ever before. To compete and deliver the best CX, companies will need to be nimble and responsive. In a word: agile. But many companies struggle to keep up, often unaware that they have many of the necessary tools readily availble at their fingertips. Our product experts will guide you through specific, high impact solutions that you can easily implement.

In this webinar, we’ll cover:

• Unified Agent Status and Omnichannel Routing: Learn how to gain a holistic view of your agents’ capacity and productivity

• Side Conversations: Find out how to bring your escalation workflows and requests for assistance into one place for efficiency and accountability

• Self-service: Discover how self-service can help you scale and ways to measure it’s effectiveness

• Smart bots and automation: Learn where and how it can be used most effectively to deliver instant answers and boost agent efficiency

• And more