Fine Tuning: Agent productivity

Fine Tuning: Agent productivity

January 29, 2015
Fine Tuning: Agent productivity

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!


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