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.
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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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