Introduction of the Course

The Zendesk Talk & Chat Corporate Training by Netskill equips support professionals and administrators with the technical and operational expertise to implement and manage Zendesk’s real-time customer interaction tools — Talk (voice) and Chat (live messaging).

Participants learn to configure call routing, chat triggers, automation workflows, integrations, and analytics dashboards to boost response time and service quality.

Hosted on Netskill LMS, this training includes interactive tutorials, gamified progress tracking, sandbox environments, and certification, ensuring your teams can confidently deliver world-class customer engagement.

Courses: Instructor-Led, In-Person, or Self-Paced

Instructor-Led Online Training

Live sessions led by Zendesk-certified trainers, with guided configurations, best practices, and troubleshooting exercises for Talk and Chat channels.

In-Person Corporate Training

Customized workshops focused on your organization’s support needs — including call flow setup, agent training, and chat workflow optimization.

Self-Paced Learning (via Netskill LMS)

Flexible access to interactive video content, hands-on practice labs, and assessments, allowing learners to progress at their own pace while earning certification.

All delivery modes include:

• Real-time simulations and chat/call management practice
• Gamified learning with badges and performance tracking
• Netskill certification on successful course completion

Target Audience for Corporate Zendesk Talk & Chat Courses

This course is ideal for:

• Customer Support Managers & Leads
• Helpdesk and IT Support Administrators
• Service Operations Managers
• Call Center Supervisors & Analysts
• Zendesk Implementation Specialists

What Are the Modules Covered

Module 1: Introduction to Zendesk Talk & Chat

• Overview of Zendesk’s real-time communication ecosystem
• Benefits of integrated voice and chat channels
• Architecture and system requirements

Module 2: Setting Up Zendesk Talk

• Provisioning numbers and setting call routing
• Configuring IVR menus, greetings, and voicemail
• Setting up agents, queues, and groups
• Managing call quality, monitoring, and reporting

Module 3: Managing Zendesk Chat

• Enabling and configuring chat widgets
• Creating departments and assigning chat agents
• Setting triggers, shortcuts, and proactive chat campaigns
• Handling concurrent chats and escalation flows

Module 4: Automations and Workflows

• Building triggers for chat and voice routing
• Automating responses and agent assignments
• Integrating Talk and Chat with Support tickets
• Setting up SLAs for live interactions

Module 5: Integration and Omnichannel Setup

• Connecting Zendesk Talk & Chat with Support and CRM
• Integration with Slack, Salesforce, or Microsoft Teams
• Implementing unified agent workspaces

Module 6: Analytics and Performance Monitoring

• Using Zendesk Explore for chat and call analytics
• Measuring metrics: response time, FRT, CSAT
• Building custom dashboards for team performance

Module 7: Troubleshooting and Optimization

• Resolving chat disconnects and call routing issues
• Managing bandwidth and audio quality
• Scaling support during high-traffic periods

Module 8: Capstone Project & Certification

• End-to-end configuration of Zendesk Talk & Chat
• Implementation of automation workflows and reporting dashboards
• Earn Netskill Certified Zendesk Talk & Chat Specialist certification

Importance of Zendesk Talk & Chat Training

In today’s customer-driven economy, real-time communication defines brand loyalty and customer retention. This training helps teams:

• Deploy and manage omnichannel customer interactions
• Improve response times and support efficiency
• Automate workflows and routing for higher productivity
• Enhance customer satisfaction through personalized service
• Monitor agent performance with actionable analytics

Training Skills and Competencies for Employees

After completing this training, participants will be able to:

• Configure Zendesk Talk and Chat from scratch
• Manage multi-channel communication and escalation
• Automate responses, routing, and ticket creation
• Integrate Talk & Chat with CRM and Support modules
• Analyze performance and optimize customer engagement

Netskill Approach to Zendesk Talk & Chat Training

Netskill’s methodology blends expert-led instruction, gamified learning, and real-world practice to maximize learning outcomes.

Participants benefit from:

• Hands-on sandbox environments for live chat and call setup
• Gamified learning experiences via Netskill LMS
• Scenario-based exercises for real customer interactions
• Project-based assessments and instructor feedback
• Lifetime access to course materials and certification

Why Choose Netskill as Your Zendesk Talk & Chat Training Partner?

• Certified Zendesk instructors with enterprise implementation experience
• Flexible learning modes: Online, In-Person, or Self-Paced
• Hands-on projects and real-time simulations
• Gamified learning experience for better retention
• Corporate customization options for internal support teams
• Industry-recognized certification from Netskill

Netskill’s proven expertise helps businesses streamline omnichannel communication and empower customer-facing teams with the right tools and workflows.