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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.

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
2 min read

Introducing Agent Status Dashboard

Here's a quick guide to our Agent Status Dashboard for Zendesk WFM rookies and pros alike.

Article
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.

Article
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
2 min read

The fresh approach to tracking daily attendance

You now can easily track your workforce's daily attendance with crucial indicators of punctuality and simple filtering options to get only the information you need.

Article
2 min read

Exclude outliers that may be skewing your forecast

Now, planned marketing events or unforeseen outages that boost your inbound volume don't have to skew the results of your forecast.

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