Pinned notes in Zendesk QA are a great tool for coaching agents. You can pin conversations with notes and share these pins with agents or other reviewers to help prepare for coaching sessions. This feature allows you to highlight specific interactions that can be used as learning examples, making it easier to provide targeted feedback and guidance.
By using pinned notes, you can ensure that both you and your agents have a clear understanding of the areas that need improvement. This collaborative approach not only enhances the coaching process but also empowers agents to take ownership of their development. For more details, you can check the originalZendesk QA for coaching guide.
Zendesk QA quizzes are designed to assess and improve the knowledge and skills of your support team. You can create custom quizzes tailored to the specific needs of your team, allowing you to focus on areas that require improvement. These quizzes…
Coaching sessions in Zendesk QA are designed to help you identify agents who need additional support and guidance. These sessions provide a structured environment where you can focus on specific areas of improvement for each agent. During a…