Workforce engagement management
Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.
Latest stories
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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.
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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.
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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.
Article
1 min read
What is workforce management?
If you have employees, you need a workforce management strategy. Our guide dives into the basics of WFM so you can implement it into your business.
Article
3 min read
Zendesk acquires Tymeshift, bringing AI-powered workforce management to customers
The acquisition furthers the company’s commitment to offer innovative omnichannel and AI capabilities powering exceptional customer experiences.
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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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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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