In manufacturing, ITSM is part of the supply chain
Fragmented and siloed systems, manual processes, outdated workflows—today’s manufacturers have no time for this.
Teams | Collaboration | Customer Service | Project Management
Collaborating To Help Teams Work Better In The Modern Workplace
Why 47% of your workforce is working in the dark
An analysis of IT requests shows the rise of a “ghost shift” as flexible jobs have extended the workday. IT support isn’t keeping up.
HR chatbot adoption strategies to boost employee engagement
AI in HR is moving fast but adoption isn’t keeping up. Many organizations have already deployed HR chatbots, yet employees still rely on emails, tickets, or direct HR support. The problem isn’t access to AI. It’s trust, usability, and relevance. Employees won’t use a chatbot if answers feel inaccurate, the experience feels clunky, or it doesn’t actually help them complete tasks. At the same time, HR teams struggle with low engagement despite investing in automation.
HR automation mistakes : Common failures and how to fix them
Most HR automation initiatives fail not because of AI, but because of poor implementation. Organizations deploy chatbots expecting efficiency, but instead encounter common HR automation mistakes such as low adoption, inaccurate responses, and increased workload. These challenges are often seen during HR chatbot implementation, where tools are launched without the right foundation. If you think the problem is the technology, it’s not. It’s the approach.
Top 10 Strategies for Handling High Call Volumes Without Burning Out Your Team
When call volume spikes, your team slows down. It exhausts your strongest call center agents and increases the abandonment rates. Also, it pushes your top performers toward the exit. I've seen managers react by loading even more calls into the queue. Well, that only makes the damage worse. See, handling high call volumes without burning out your team starts with knowing what causes the spike. Today, you'll learn exactly that and the strategies that keep your team stable when demand surges.
Intent quality recommendations: Improve performance with in-product guidance | What's New
Continuously improve intent performance with clear, in-product guidance. Intent quality recommendations in Intelligent Triage surface signals that help you spot weaknesses, low-confidence predictions, overlapping definitions, and other issues affecting accuracy. Review qualitative insights, understand why predictions may be underperforming, and take guided action directly in context—so your routing and automations stay reliable as your business grows.
HR Chatbot Implementation Challenges and Solutions
Rushed AI deployments are starting to do the opposite of what they promise. Instead of improving service, they are eroding trust. According to Forrester, a significant share of brands risk damaging customer relationships through poorly designed self-service AI experiences. At the same time, McKinsey & Company highlights a different but related issue: most organizations are still stuck in pilot mode, unable to scale AI into real business value.
Don't ban shadow AI. Bring it into the light.
The signal from unsanctioned AI use isn’t always a compliance issue; sometimes it’s employees telling you what they need.
What It Takes to Modernize Global Operations | Zendesk CEO Tom Eggemeier speaks at HumanX 2026
Global organizations are redesigning service operations under pressure from AI, rising customer expectations and fragmented systems. Boomi and Zendesk leaders break down what it takes to integrate data, automate workflows and upgrade legacy processes. A strategic discussion for companies modernising how they serve customers at scale. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.
The Modern Tech POV: Vermeer Corporation's Brent Westerkamp
A conversation between Freshworks CEO Dennis Woodside and Vermeer’s director of IT services.