Latest stories
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Article
2 min read
Customize your forecast analysis period
You can now tell your forecast to ignore data before a specific date that you define by workstream to remove outliers and up your forecast accuracy.
Article
2 min read
Introducing tailored staffing parameters by channel type
Increase your forecast's accuracy by tailoring it specifically to the channels you and your teams use.
Article
2 min read
Introducing the newest way to keep track of your agents' activity
Agent Activity provides real-time Intraday monitoring that showcases what agents have been working on throughout the day as well as their current activity.
Article
4 min read
Unlocking Sentry's success: Insights from David Cramer's unconventional journey to successfully raising $217 million
The founder shares why it pays to stop convincing prospects and instead focus on finding the ones who inherently understand and appreciate your vision.
Podcast
1 min read
Building the experiences your customers actually want—with Bitly’s Brad Harris
Bitly's Brad Harris explains how 2024 became his “year of testing” and why there are no stupid questions in CX.
Article
Zendesk + Ultimate: Setting a new standard of service with AI agents
Acquisition positions Zendesk as the most complete AI offering for CX in the market.
Infographic
The benefits of adopting an AI-powered workforce engagement management solution
Discover how investing in an AI-powered workforce engagement management (WEM) solution can boost your service operations.
Article
2 min read
Introducing Agent Status Dashboard
Here's a quick guide to our Agent Status Dashboard for Zendesk WFM rookies and pros alike.
Article
3 min read
Handling scheduling errors: An easy guide for workforce managers
Whether you're understaffed or overstaffed, we've got you covered. Check out this guide on handling scheduling errors.
Article
3 min read
How to forecast in 4 simple ways
Getting forecasting right takes work. If you're trying to do it manually, this is the article for you.
Article
2 min read
The fresh approach to tracking daily attendance
You now can easily track your workforce's daily attendance with crucial indicators of punctuality and simple filtering options to get only the information you need.
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Article
2 min read
Exclude outliers that may be skewing your forecast
Now, planned marketing events or unforeseen outages that boost your inbound volume don't have to skew the results of your forecast.
Article
8 min read
Workforce optimization: The ultimate guide for 2024
Workforce optimization makes processes more efficient and employees more productive and gives more flexibility to your bottom line. Learn more about it below.
Article
Former First Lady Michelle Obama to join us at Zendesk Relate
We’re delighted to announce former First Lady Michelle Obama will be joining us on April 16.
Article
9 min read
What is AI as a service (AIaaS)? A beginner’s guide for 2024
What is AI as a service?
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