Join our virtual event recording to explore Workforce Engagement Management, focusing on Quality Assurance and Workforce Management in Zendesk. Hear from David Birchmier, Zendesk's Senior Director of WEM GTM, who shares tips to boost team performance and efficiency. Don’t miss this chance to learn directly from the creators and elevate your service management skills! Key Highlights 3:43 Intro David Birchmier and WEM 5:35 4 Simple Steps to Boost Agent Productivity & Quality Q&A with David Birchmier 21:02 How does extension tracking impact average handle time when agents switch tabs? 24:03 Quick tab extensions vs Zendesk time tracker 26:30 Can we choose custom date ranges in forecasting? 28:34 How to handle multiple response times for ticket urgency? 30:36 Can reports show daily staffing overviews? 35:36 How is time outside browsers tracked? 36:58 When will granular call metrics be available? 40:02 WFM and QA Product roadmap sneak peeks 41:58 Is the total performance data from extension tracking integrated into QA? 42:58 Can QA handle tickets with AI assistance? 47:19 How can QA insights support workforce management decisions? 49:09 Are there ways to hide tickets for private groups in QA? Want to join us and stay ahead with upcoming events? Join our Enterprise User Group! : https://usergroups.zendesk.com/enterprise-user-group/ Zendesk makes customer service better. We build software to meet customer needs, set your team up for success, and keep your business in sync. 🙌 Trial Zendesk for free: https://zdsk.co/Zendesk2025 🎥 Subscribe to our YouTube channel: https://zdsk.co/ZendeskYouTube Join us on other social media channels: 👉 LinkedIn: https://zdsk.co/ZendeskLinkedIn2025 👉 X: https://zdsk.co/ZendeskX 👉 Facebook: https://zdsk.co/ZendeskFacebook 👉 Reddit: https://zdsk.co/ZendeskReddit 👉 TikTok: https://zdsk.co/ZendeskTikTok 👉 Instagram: https://zdsk.co/ZendeskInstagram #Zendesk #CustomerService #CustomerExperience #AI #CX

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