Bedre kontroll på bemanning og kapasitet.
Zendesk WFM (Workforce Management) helps you plan, manage, and follow up on your day-to-day customer service operations. The solution gives you an overview of incoming demand, available capacity – and what needs to be adjusted along the way.
The goal is simple: the right staffing at the right time, without unnecessary stress or costs.
Examples of what you can use Zendesk WFM for:
-
Forecast incoming ticket volume based on historical data and trends
-
Plan staffing and shifts based on actual demand
-
Monitor capacity and queues in real time
-
Adjust staffing as needs change throughout the day
-
Gain insight into productivity and schedule adherence
Identify bottlenecks and areas for improvement
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.