Best practices
Strategies, how-tos, and ideas to inspire you.
Latest stories
Article
1 min read
AI in customer service quality assurance: A complete guide
AI in quality assurance can evaluate 100 percent of customer interactions, identify problematic cases, and uncover training opportunities to elevate your CX.
Article
1 min read
AI-powered ticketing automation: A complete guide for 2024
Read our guide to learn how AI-powered ticketing automation can save agents time and reduce costs by helping your business do more with less.
Article
1 min read
Workforce forecasting: The smart staffing strategy
Workforce forecasting is a strategic practice that anticipates a business’s staffing needs. Learn how to implement this practice in our guide.
Article
2 min read
Spotlight on success: Celebrating our 2023 Zendesk Partner Award recipients
Discover the stories behind success as we showcase the voices and victories of our diverse 2023 Zendesk Partner Award champions.
Article
9 min read
21 ways to improve team productivity
Follow these 21 tips to improve team productivity and keep your team running like a well-oiled machine.
Article
5 min read
March to the beat of new integrations
New Zendesk app integrations are here. Learn all about how these integrations can help out your sales and support teams.
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.
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.
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