Best practices
Strategies, how-tos, and ideas to inspire you.
Latest stories
Article
1 min read
Customer service quality assurance: The ultimate guide
Customer service quality assurance can help you provide a better customer experience. Learn all about the QA process in our guide.
Article
6 min read
5 ways WFM for agents is great, explained by a former agent
Workforce management provides several benefits to agents, including improved focus, additional resources, and valuable assistance.
Article
1 min read
Zendesk WFM: Introducing customizable business hours in Forecast
You can now show staffing forecasts based on operational hours right inside Zendesk WFM. This results in a more accurate forecast and adequate staffing.
White Paper
4 min read
Optimizing service efficiency: A guide to Zendesk workforce engagement solutions
Learn about Zendesk's Workforce Management (WFM) and Quality Assurance (QA) key features and how they can help improve your customer service operations.
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White Paper
4 min read
Shaping the future of service operations with Zendesk’s workforce engagement management solutions
Discover how Zendesk’s workforce engagement management solutions can help organizations improve their service operations.
Article
1 min read
Monthly view and 1-minute increments in schedule in Zendesk WFM
Schedule your team to the minute, and look at your team's schedule by month for the ultimate scheduling flexibility.
Article
3 min read
Default reports is the key to long-term agent attendance reports
See your team's attendance over time, or duplicate and customize your view with the newest addition to reports: Default Report Templates.
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
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
9 min read
Intelligent automation (IA) benefits, components, and examples
Olivia is a customer service agent at a bustling, understaffed customer service department.
Article
6 min read
Intelligent call routing: How it works and best practices
Bid farewell to phone tag. Use intelligent routing to streamline issue resolution and connect customers with the most qualified agent to solve their problems.
Article
3 min read
Revenue churn: What it is + how to calculate it
Understanding your revenue churn is a crucial first step in improving your operations and fostering long-term loyalty. Learn about this important concept below.
Article
6 min read
Falling for February integrations
New Zendesk app integrations are here. Learn all about how these integrations can help out your sales and support teams.
Article
3 min read
The AI-powered future of CX and EX is here—let us be your guide
The Zendesk Relate event is coming to Las Vegas April 16 through 18—you’ll see inspiring speakers, gain learnings to bring home, and get best practices you can implement.
Article
3 min read
Enhancing the agent experience with Tymeshift’s newest features
Check out Tymeshift's newest features, ready to help larger service teams and lower costs.
Article
7 min read
Out with the old, in with the new integrations
New Zendesk app integrations are here. Learn all about how these integrations can help out your sales and support teams.
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