Best practices
Strategies, how-tos, and ideas to inspire you.
Latest stories
Article
AI in the workplace: Future-proofing operations + benefits
Discover how artificial intelligence advancements and AI in the workplace are changing the type of work teams do, manage, and produce in this guide.
Article
10 min read
Employee turnover: What it is and how to calculate it
Employee turnover is the rate at which employees leave your company and need to be replaced. Learn how turnover impacts performance with this guide.
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
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
4 min read
Why employee Net Promoter Score® matters but doesn't tell the whole story
Everybody in HR knows the eNPS is a big deal. But at Zendesk, we look at the bigger picture.
Article
4 min read
Your CX agents are key
Outstanding customer support can turn a negative experience into a lifelong customer.
Article
3 min read
Why time tracking is better for agents than managers–contrary to popular belief
See how time-tracking can benefit agents more than managers.
Article
6 min read
10 WFM pain points
As Zendesk WFM’s Partnerships Executive, I have the pleasure of speaking with hundreds of different types…
Article
1 min read
A trifecta of schedule enhancements
Check out a dynamic trio of scheduling features that make managing schedules more efficient and stress-free.
Article
6 min read
Staying in control through the chaos of peak season
Peak season is always challenging for support teams. Here are some best practices to help you navigate the chaos.
Guide: AI agents for better customer service
In this guide, discover ways to improve customer conversations with the help of bots powered by Zendesk.
Article
5 min read
Here's how customer service teams are actually using AI
From bots to automated workflows under the hood, Generative AI tools for customer service driving higher productivity, happier agents, and satisfied customers
1 min read
Zendesk AI: Unlocking the power of AI across your entire service experience
At a time of sky-high customer expectations, staffing shortages, and economic uncertainty, AI helps customer service teams scale—and stay nimble.
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.