Latest stories
Page 3
Article
Don’t miss your chance to hear Former First Lady Michelle Obama speak in person
Former First Lady Michelle Obama will join us on the Zendesk Relate mainstage for a live, moderated conversation on April 16.
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.
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.
Article
6 min read
Improving employee experience to improve customer experience
Annette Franz, CCXP, founder and CEO of CX Journey Inc, explains how and why improving the Employee Experience also improves your customer experience.
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.
Subscribe to the blog
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.