Best practices
Strategies, how-tos, and ideas to inspire you.
Latest stories
Article
6 min read
The hottest integrations are here
New Zendesk app integrations are here. Learn all about how these integrations can help out your sales and support teams.
Article
17 min read
What is brand advocacy? (+ 8 strategies to boost referrals)
Turn the people who know your business best into brand advocates with head-turning reward programs and impressive customer service.
Article
14 min read
AI in customer service: All you need to know
Leverage AI in customer service to increase efficiency, reduce operational costs, and provide fast and personalized support at scale.
White Paper
Report: Unlocking the future of intelligent employee experience
Our annual Employee Experience Trends Report uncovers the most significant shifts in workplace dynamics.
Article
9 min read
AI in the workplace: Future-proofing operations + benefits
Discover how artificial intelligence advancements and AI in the workplace are changing the type of work teams do, manage, and produce in this guide.
Article
Profit margin calculator
Quickly calculate your profit margin and understand how efficiently your business is turning sales into real profit.
Article
10 min read
Employee turnover: What it is and how to calculate it
Employee turnover is the rate at which employees leave your company and need to be replaced. Learn how turnover impacts performance with this guide.
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.
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.
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
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
4 min read
Why employee Net Promoter Score® matters but doesn't tell the whole story
Everybody in HR knows the eNPS is a big deal. But at Zendesk, we look at the bigger picture.
Article
4 min read
Your CX agents are key
Outstanding customer support can turn a negative experience into a lifelong customer.
Article
3 min read
Why time tracking is better for agents than managers–contrary to popular belief
See how time-tracking can benefit agents more than managers.
Article
6 min read
10 WFM pain points
As Zendesk WFM’s Partnerships Executive, I have the pleasure of speaking with hundreds of different types…
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