These customer experience KPIs can help you quantify success and ensure you’re meeting customer expectations.

If you have employees, you need a workforce management strategy. Our guide dives into the basics of WFM so you can implement it within your business.

Generative AI can help streamline workflows, improve CX and enhance agent performance. Learn how to leverage these AI-powered tools in our guide.

Introducing our latest advancement in Zendesk's AI-powered QA solutions: Voice QA and QA for AI agents, ensuring unparalleled consistency across 100 per cent of your support channels.

With all the hype around AI, it’s easy to forget that, no matter what industry you’re in, every interaction is ultimately in service of humans. And when we operate from this principle, we can see how transformational AI can be. This is especially true for CX leaders.

Autonomous AI agents will be the new first point of contact in CX – instantly ready-to-go and capable of resolving the vast majority of customer issues.

Discover the latest releases for Zendesk QA and WFM and how they can elevate your customer service operations.

Learn about the features announced at Relate 2024 to see what Zendesk promises for future customer and employee engagement.

Last year, Zendesk acquired Tymeshift, which has now officially been rebranded as Zendesk Workforce Management (WFM). Zendesk WFM is the most efficient solution for agent management within Zendesk, leveraging AI to predict staffing needs with precision, automating agent scheduling based on these projects and providing insightful real-time and historical analytics on team performance.

Zendesk was founded on the belief that CX could be better, bringing a beautifully simple, easy-to-use solution to the legacy world of expensive call centre technology. Nearly two decades later, we’re here to disrupt the industry once again – this time with AI.