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5 ways WFM for agents is great - explained by a former agent
Everyone has needs – our customers, our company, and the agents too. I was an agent…
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Zendesk WFM: Introducing customizable business hours in Forecast
Ask and you shall receive in the form of forecast flexibility! You can now show staffing…
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Monthly view and 1-minute increments in schedule in Zendesk WFM
It’s simple: when you need them, you really need them. That’s why we are excited about…
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Default reports is the key to long-term agent attendance reports
Not only is this going to be a great feature long term (we have some fun…
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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.
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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.
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