Workforce engagement management
Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.
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3 min read
Zendesk acquires Tymeshift, bringing AI-powered workforce management to customers
The acquisition furthers the company’s commitment to offer innovative omnichannel and AI capabilities powering exceptional customer experiences.
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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.
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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.
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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.
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2 min read
Introducing Agent Status Dashboard
Here's a quick guide to our Agent Status Dashboard for Zendesk WFM rookies and pros alike.
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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.
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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.
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