Extend capabilities of Zendesk Support with this automated & centralized AGENT OPTIMIZATION SUITE consisting of quality assurance, performance management, coaching, learning & agent motivation tools, seamlessly integrated into Zendesk. With Playvox & Zendesk Support, you will empower agents, team leaders, QA analysts, & managers with the tools & real-time intelligence needed to radically improve your customer service & revenue generation capabilities.
The Playvox-Zendesk Support integration helps teams gain total control over their quality operations, measure their KPIs & see exactly what's happening in real-time.
Monitor service quality in the easiest way possible:
- Filter the most important support tickets
- Create quality scorecards in minutes
- Evaluate customer Interactions
- Instantly uncover CS problems
- Generate reports based on evaluation results
- Calibrate quality analysts
Solve issues on the spot with all KPIs in one place:
- Easily measure where your team stand & identify the KPIs they need to improve on
- Solve issues in NPS, AHT, CSAT, soft skills, among others
- Create dashboards for teams to view, customize objectives & keep track of their progress
Drive continuous agent improvement:
- Tailor coaching templates to identified needs, recurring CS problems & team issues
- Give agents real-time feedback
- View team's progress over specific periods of time & identify the effectiveness of each coaching session
Send targeted training:
- Provide CS teams with all the educational information they need & allow them to take lessons in the learning topics they want to improve on
- Easily create personalized training courses & quizzes for agents to pinpoint & improve their skill sets
Recognize & reward your team based on their results
- Build real time collaboration around CS teams to keep all stakeholders actively engaged in the QA process
- Customize the online store with rewards & gift cards for team members to exchange based on their results
- Exchange ideas with all team members in the community wall, ask questions & share relevant information.
Customers using the Playvox-Zendesk Support integration say:
BROWSERSTACK: 'Playvox has been a game-changer for us ever since we onboarded it as a QA tool for support interactions almost two years ago,' said Prasun Choudhury, Director Global Customer Support & InfoSec Support at BrowserStack. 'Quality' forms the basis of everything we do. Our 98% CSAT is a testimony.'
PLESK: 'The integration with Zendesk has reduced our QA process time, as Playvox allows us to create specific filters & to easily evaluate interactions based on those filters,' said Alexey Krasnichenko, Quality Assurance Manager for Plesk.
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