Zendesk Workforce Management.
Workforce management (WFM) is crucial for any customer service operation, and Zendesk offers a range of tools and features to assist businesses in efficiently managing their workforce. With tools for scheduling, resource allocation, and agent productivity, Zendesk Workforce Management can help enhance the customer experience and reduce costs.
Lets have a look at Zendesk Workforce Management:
Forecast staffing needs.
Use pre-existing contact volume data to create better staffing forecasts in minutes. Know how many agents you’ll need, when you need them and what channels they should be focussed on..
Automatically schedule agents.
Create schedules automatically that come complete with lunch, breaks and the specific support work your agents need to focus on throughout the day.
Track activity in real time.
Gain visibility into agent activity, attendance and schedule adherence. Find coaching opportunities that improve productivity. Create unique dashboards that show when time-sensitive metrics drop in real time to pivot teams as needed.
Obtain actionable insights.
Get executive-level insight on your team’s performance and drill as deep as needed to know how to move the needle on your metrics. Customize reporting templates with the most important metrics and information.
Provide a better agent experience.
Giving your agents detailed schedules lets them focus on one task at a time and deliver a better customer experience. Agents will get notified in Zendesk five minutes before they are assigned the next task.