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Workflow efficiency


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.

Latest stories

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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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2 min read

Introducing Agent Status Dashboard

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

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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.

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9 min read

Intelligent automation (IA) benefits, components, and examples

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

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6 min read

23 workforce management metrics to optimize your operations

From head count to average handle time, here are 23 workforce management metrics you can use to understand your business better and hit your performance goals.

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1 min read

What is a workforce manager? (+ How to become one)

Workforce managers bring workforce management initiatives to life and ensure processes hit peak productivity. Learn more about these managers in our guide.

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1 min read

Workforce planning template: 7 examples + tips

Even the best strategy can fail without a comprehensive checklist. Check out our seven workforce planning templates to nail your organizational strategy.

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