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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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1 min read

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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1 min read

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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3 min read

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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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.

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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.

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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.

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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.

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