Zendesk analyses your historical data to predict staffing needs in a given day, month or season. Cut down on overtime costs and reduce wait times.
Create schedules down to the minute – including training, breaks and ticket types. Agents get full visibility too, so everyone’s on the same page.
View what agents are working on and get customised reports when the shift is over. You can see how they spend their time in and out of Zendesk, and how well they adhere to schedules.
Metrics show both problem areas and big wins across teams, ticket types and individuals. The data can quickly inform how you deploy which agents, and where.
Give agents the gift of clarity. Everyone can view their schedule, so there are no surprises when clocking in. Plus, they’ll know exactly when they’re overachieving or need help.
TESTIMONIALS
+450%
Increase in First reply time
2x
Faster full resolution time
“I went from spending 3 hours on schedule to 30 minutes with Zendesk WFM”
“We’re going to continue to chase technology and integrate AI into our customer support program. As long as Zendesk continues to be an innovator, we will continue to choose Zendesk.”
“Implementing Zendesk WFM strategically reduced operational costs and maximized efficiency. By measuring performance accurately, we optimized resource allocation and aligned our team with company needs, resulting in a 30% reduction in customer service costs and an 80% improvement in average resolution time.”
“We’re going to continue to chase technology and integrate AI into our customer support program. As long as Zendesk continues to be an innovator, we will continue to choose Zendesk.”
“Implementing Zendesk WFM strategically reduced operational costs and maximized efficiency. By measuring performance accurately, we optimized resource allocation and aligned our team with company needs, resulting in a 30% reduction in customer service costs and an 80% improvement in average resolution time.”
