Workforce management software
Use workforce management software to optimize your internal processes and reduce costs. Try out a leading solution today.
Overhaul your operations with AI-powered workforce management software
Optimize your labor budget with AI-powered forecasting
Businesses need to staff the right number of agents at the right time to optimize labor budgets while providing an outstanding customer experience. Zendesk can help you find the employment sweet spot with complete staffing forecasts so you know exactly how many agents you need and where you need them.
Our AI-powered forecasting first analyzes your historical data to predict future staffing needs for a given day, month, or season. From there, you get hour-by-hour estimates of customer demand, allowing you to deploy support agents on the channels you most need them.
Ditch your spreadsheets with automatic scheduling
Traditional scheduling may involve managers painstakingly formulating shift and employee coverage and inputting everything into a spreadsheet. With Zendesk WFM, businesses can automate that process, creating efficient schedules in a fraction of the admin time.
Our automatic scheduling builds on AI-powered staffing forecasts. Once teams know their staffing demands, they can use Zendesk to automatically create comprehensive employee schedules down to the minute, including training, breaks, and activity types. Support agents also get full access to their schedules via employee experience software, ensuring everyone is on the same page.
Use real-time tracking to keep an eye on employee activity
Real-time tracking gives managers valuable insight into how employees spend their day. This isn't micro-management—it's an opportunity for supervisors to assess individual and team performance and identify areas for improvement or training opportunities.
With Zendesk WFM, supervisors can view agents' work in real time through comprehensive dashboards, specialized tools like employee engagement software, and easy-to-use interfaces. And either during shifts or once they're over, supervisors can get custom reports on employee activity, providing unparalleled data on team productivity.
Maintain performance with schedule adherence
Creating a work schedule is only half the battle—managers need to ensure it’s followed accurately. Zendesk provides insight into employee schedules, activity information, and other valuable data to monitor productivity.
This can unearth training opportunities and support last-minute schedule adjustments due to unanticipated customer demand. With a unified interface, everyone can view their scheduled work times, breaks, and availability, so there are no surprises when clocking in.
Dig into team efficiency with customizable performance reports
Reporting features are necessary for accurate decision-making and goal-setting. Zendesk reporting and analytics can help teams develop real-time and historical reports that give insight into capacity, performance, and overall productivity.
With Zendesk WFM, businesses can analyze metrics like average handle time and utilization rate to identify problem areas and big wins across teams, ticket types, and individuals. Going beyond WFM, Zendesk can also give teams insight into business-wide metrics like customer satisfaction to help develop larger-scale improvements.
Join more than 160,000 companies that chose Zendesk
Check out what some of our customers have to say about the power of Zendesk.
1. CPM
“Reducing costs is important, but the customer experience has to be the priority at all times. Zendesk helps us reach this goal because they’re constantly making improvements that have a direct effect on CSAT scores. They understand what we need.”
—Lorenzo Puca, global client delivery manager at CPM
2. GLL
“Zendesk is almost an extension of our business now, and that's probably one of the greatest compliments I can pay. There [are] a lot of people on hand to support us and drive our business forward.”
—Joseph Rham, customer & communities director at GLL
3. Tembici
"After implementing Zendesk WFM, we improved agent efficiency by 75%, reduced resolution time by 80%, and increased performance from 25 to 44 tasks per person—all leading to faster, better customer service."
—Gabriel Garcia, Latam customer care and innovation at Tembici
Ready to try workforce management software?
Workforce management software brings a wealth of benefits to a business, including cost savings, increased productivity, and enhanced planning and goal-setting. At Zendesk, we’ve embraced the power of WFM. Start your free trial of Zendesk WFM today and experience how these two platforms expertly co-exist.