Workforce engagement management

Article
2 min read

Workload analysis: Definition + step-by-step process

A workload analysis uses real-time data to help you understand how agents are spending their time to increase your support team’s productivity while maintaining their well-being.

Article
1 min read

Workforce scheduling: What it is and how to hone it

A successful workforce scheduling strategy can increase team efficiency and productivity. Learn how to optimize your workforce schedules in our guide.

Article
1 min read

Workforce forecasting: The smart staffing strategy

Workforce forecasting is a strategic practice that anticipates a business’s staffing needs. Learn how to implement this practice in our guide.

Article
1 min read

Customer service quality assurance: The ultimate guide

Customer service quality assurance helps you deliver consistently high-quality service across every channel. Learn all about the QA process in our guide.

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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.

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
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.

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Read the Zendesk Customer Experience Trends Report.

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.

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 2026

Workforce optimization makes processes more efficient and employees more productive and gives more flexibility to your bottom line. Learn more about it below.

Article

Zendesk completes acquisition of Klaus

CX leader accelerates growth in workforce engagement management (WEM) and adds AI-powered quality assurance (QA) to help companies deliver intelligent customer experiences.

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.