Workflow efficiency

Article
7 min read

Workflow automation: What it is, benefits, and examples

What is workflow automation? Workflow automation accelerates traditional workflows, replacing manual effort with the automation of…

Article
1 min read

AI in customer service quality assurance: A complete guide

AI in quality assurance can evaluate 100 percent of customer interactions, identify problematic cases and uncover training opportunities to elevate your CX.

Article
4 min read

What’s new in Zendesk Workforce Management (WFM)

Check out the latest integrations and enhancements within the Zendesk platform.

Article
1 min read

Workforce planning template: 7 examples and tips

Without a comprehensive checklist, even the best strategy can fail. Check out our 7 workforce planning templates to nail your organisational strategy.

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

Article
5 min read

5 ways omnichannel routing helps you manage operations effectively

Customers are engaging more with service teams—volume is up 14 percent over 2021, according to our…

Article
6 min read

Top ways to drive collaboration between support and development teams

Collaboration between CSAs and developers can be difficult at best – and a blocker at worst – which can have disastrous impacts on customer support success metrics. But there's a better way.

Guides and ebooks
1 min read

How four companies deliver exceptional customer experience at scale

Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…