Fine Tuning: Agent productivity
Last updated January 29, 2015
Is your ticket volume growing, causing your support agents to stress about staying ahead of the game? Today is your day! We’re hosting a discussion in our forums today focused on increasing agent productivity, while creating the best experience for your customers.
[Update: While the live discussion is over, you can still learn from the posted tips and comments about agent productivity that were shared that day.]
Throughout the day, I’ll post suggestions and best practices to improve the agent experience and increase agent efficiency. But this is a two-way street—I welcome your tips and ideas on how you have made an impact on your agents’ productivity, so please share those in the comments!
The discussion is already underway; we kicked it off with best practices on triggers, automations, macros, and keyboard shortcuts, including tips for how to:
- Automatically assign tickets by text or ticket field
- Notify a team when a new ticket remains unassigned for a certain number of hours by using the ‘Hours since created’ condition
- Create macros to shed seconds off each ticket
- Use keyboard shortcuts to take action on a ticket without taking your hand off the keyboard
Head over to the forums to join the conversation
This discussion continues our Fine Tuning series: a monthly discussion in our forums about a specific topic. Hosted by a member of the Zendesk Customer Success team, each day-long discussion includes Zendesk-posted content, as well as tips and ideas from our customer community.
The next Fine Tuning is scheduled for February 26. Mark your calendar!