Workforce management (WFM) is critical to any customer service operation. Zendesk offers a range of tools and features to help businesses manage their workforce effectively. With tools for workforce planning, resource allocation and agent productivity, Zendesk Workforce Management can help improve the customer experience and reduce costs.
What is workforce management and why is it important for Zendesk users?
Workforce Management, or workforce planning, is about optimizing the use of the workforce to ensure customers receive the best possible service while keeping costs down. By focusing on Workforce Management in Zendesk, businesses can analyze historical data and predict future customer service demand. This can help avoid overstaffing and understaffing, which can lead to poorer service and higher costs.
For Zendesk users, WFM can help ensure professional customer service while reducing costs. With WFM tools, businesses can optimize staffing based on historical data and predict future customer service demand. Actively working with Workforce Management to scale staffing up or down as needed and adapt to changes in demand will actively help reduce costs and increase customer service efficiency.
In addition, WFM tools can help improve productivity by assigning tasks to agents who have the right skills and experience to handle specific requests. This can help reduce turnaround time and increase the quality of customer service.
Apps for Workforce Management in Zendesk
Zendesk Marketplace offers a number of Workforce Management (WFM) apps that can help businesses optimize staffing and increase the efficiency of customer service operations. Here's a brief overview of some of the most popular WFM apps available in the Zendesk Marketplace:
Tymeshift Workforce Management:
The Tymeshift WFM app gives businesses the ability to manage agents and plan work schedules with ease. With features like real-time updates and automated scheduling, businesses can improve the customer service experience and increase agent productivity.
Playvox Workforce Management:
The Playvox WFM app offers tools to optimize work schedules and resource allocation, allowing businesses to adapt to changes in customer service demand. With features like real-time data and predictive analytics, businesses can improve the customer service experience and reduce turnaround time.
Injixo Workforce Management:
The Injixo WFM app gives businesses the ability to optimize work schedules and manage agents with ease. With features like real-time updates and automated scheduling, businesses can improve the customer service experience and increase agent productivity.
Monet Workforce Management:
The Monet WFM app offers tools to optimize work schedules and resource allocation, allowing businesses to adapt to changes in customer service demand. With features like real-time data and predictive analytics, businesses can improve the customer service experience and reduce turnaround time.
Route 101 Workforce Engagement Manager:
The Route 101 WFM app gives businesses the ability to engage agents and increase productivity using features such as real-time data and automated scheduling. Businesses can improve customer service experience and reduce costs by optimizing staffing and resource allocation.
These apps give businesses the ability to optimize staffing and increase the efficiency of customer service operations and can help improve the customer service experience and reduce costs.
Queries for Workforce Management in Zendesk Explore
Here are some suggested queries you can set up to analyze staffing needs and optimize staffing in your customer service operations in Zendesk Explore:
- Agents per time period: This query provides an overview of how many agents are available at different times during the day. By analyzing the data, you can identify peak times and plan your staffing accordingly.
- Average processing time per channel: This query provides an overview of the average processing time per channel, such as email, phone or chat. By analyzing the data, you can identify channels that take longer to process and adjust your staffing accordingly.
- Agents per channel: This query provides an overview of the number of agents working on different channels. By analyzing the data, you can identify channels with higher demand and plan your staffing accordingly.
- Tickets per agent: This query provides an overview of the number of cases each agent handles during the selected time period. By analyzing the data, you can identify agents who handle more cases than others and adjust your staffing accordingly.
- Volume by category: If you are good at categorizing all cases, you should visualize volume by category in Zendesk Explore. This way, you can plan staffing according to expertise. You can also identify where you need to upskill your agents.
- Expected workload (ticket forecast): This query provides an overview of the expected workload based on historical data. By analyzing the data, you can plan staffing according to demand and avoid over- or understaffing.
These surveys can help businesses optimize staffing and increase the efficiency of customer service operations. By analyzing the data, trends can be identified and staffing can be planned accordingly, helping to improve the customer service experience and reduce costs.
In summary, workforce management is an essential part of any customer service operation, and Zendesk offers a range of tools and features to help businesses manage their workforce effectively. By optimizing staffing and adapting to changes in customer service demand, businesses can ensure professional customer service with optimized workforce planning that reduces costs.