Workforce engagement management
Find out how investing in workforce management and quality assurance solutions can help organizations optimize their service operations.
Latest stories
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.
Article
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 (WFM)?
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.
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Join the Zendesk Experience Research Panel and help shape the future of our products.
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.
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.
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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.
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.
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
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…
Article
1 min read
A trifecta of schedule enhancements
Check out a dynamic trio of scheduling features that make managing schedules more efficient and stress-free.
Article
6 min read
Staying in control through the chaos of peak season
Peak season is always challenging for support teams. Here are some best practices to help you navigate the chaos.
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