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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.

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

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
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

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.

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.

Article

Former First Lady Michelle Obama to join us at Zendesk Relate

We’re delighted to announce former First Lady Michelle Obama will be joining us on April 16.

Article
9 min read

Intelligent automation (IA) benefits, components, and examples

Olivia is a customer service agent at a bustling, understaffed customer service department.

Article
4 min read

Navigating turbulent waters: The rise of Arc in the aftermath of Silicon Valley Bank's collapse

Founder Donald Muir dives into the power of unity and cross-collaboration, especially during times of rapid, exponential growth.

Article
6 min read

Intelligent call routing: How it works and best practices

Bid farewell to phone tag. Use intelligent routing to streamline issue resolution and connect customers with the most qualified agent to solve their problems.

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