Workforce engagement management
Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.
Latest stories
Article
1 min read
Customer service quality assurance: The ultimate guide
Customer service quality assurance can help you provide a better customer experience. Learn all about the QA process in our guide.
Article
6 min read
5 ways WFM for agents is great, explained by a former agent
Workforce management provides several benefits to agents, including improved focus, additional resources, and valuable assistance.
Article
1 min read
Zendesk WFM: Introducing customizable business hours in Forecast
You can now show staffing forecasts based on operational hours right inside Zendesk WFM. This results in a more accurate forecast and adequate staffing.
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.
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.
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.
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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
8 min read
Agent scheduling: Benefits + best practices
Effective agent scheduling can help optimize operations and improve the customer and employee experience. Learn the benefits and best practices in our guide.
Article
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.
Article
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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