Story
Zendesk
Barrick GoldBarrick Gold Uses Zendesk QA for Contact Center Routing
Barrick Gold, a materials organization in Canada, uses Zendesk QA from Zendesk to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Zendesk QA |
| Capability | Contact center teams work from the same Zendesk QA record for contact center routing |
Story
Materials work at Barrick Gold spans more than one site, even when headquarters sits in Canada. Contact center routing was splitting across regional habits. Contact center teams asked for a shared way to run omnichannel service without freezing local judgment.
Zendesk (Zendesk QA) is what they standardized on. Zendesk provides customer service software for ticketing, messaging, and knowledge used by support organizations. Barrick Gold uses it as the system of record for contact center routing, with contact center teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
