Zendesk Workforce Management (WFM) Description

Zendesk Workforce Management (WFM) is a comprehensive AI-driven platform that helps customer support teams improve efficiency through precise forecasting, automated scheduling, and real-time performance monitoring. By analyzing historical interaction data, Zendesk predicts staffing requirements to minimize overstaffing and understaffing, thereby reducing costs and wait times. The software offers automatic agent scheduling and detailed activity tracking, enabling managers to customize shifts and workflows with ease. Agents gain clarity and control by viewing upcoming tasks and accessing insights about their work, which fosters engagement and loyalty. Zendesk WFM has helped clients like Sendle, Wyze, and Tembici achieve up to a 450% increase in first reply times and a 30% reduction in operational costs. The platform integrates smoothly with Zendesk’s broader suite of customer service tools, providing a unified experience. Resources such as webinars, guides, and demo videos support user onboarding and adoption. Zendesk WFM is suitable for businesses looking to scale customer support while maintaining quality and efficiency.

Pricing

Pricing Starts At:
$5.00/month/user
Free Trial:
Yes

Integrations

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Company Details

Company:
Zendesk
Year Founded:
2007
Headquarters:
United States
Website:
www.zendesk.com/service/workforce-management/
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Product Details

Platforms
Web-Based
Types of Training
Training Docs
Live Training (Online)
Webinars
In Person
Customer Support
Live Rep (24/7)

Zendesk Workforce Management (WFM) Features and Options

Workforce Management Software

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

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