We were searching for a Workforce Management solution to aid us in improving oversight of our remote teams, schedule and maintain adherence, as well as help us to understand varying handle times of agents for specific customer issues. Tymeshift has already proven to be an invaluable tool in identifying agent performance patterns and areas for improvement. With the customizations made, we’ve also been able to seamlessly bridge Tymeshift’s intelligence with our existing processes. They’ve taken painstaking steps to understand our business challenges and the information we wanted to glean in order to tailor a solution that worked for us. I’m confident that this tool will pay for itself many times over in efficiency alone, in addition to making our managers lives much easier!
Charlene Hopkins | Manager, Customer Support & Workforce Management, Upwork
Our initial launch was much bigger than we had anticipated and we were having a hard time keeping up with the growth and knowing how to hold each other accountable. I was spending a lot of time trying to make sure if people were doing what they were supposed to be doing and ZenDesk’s internal reporting just wasn’t cutting it. Tymeshift was an absolute game changer for us and I was able to pivot to other parts of the business knowing that I had clear and transparent metrics for my team.
Aaron Alpeter, Chief Supply Chain Officer at Hubble Contacts
We started using Zendesk in February 2016. We were in need of a proper time tracking solution, and so we looked for an application that would bring what we needed. Tymeshift was and still is now the best application for us as we use Tymeshift for accurately tracking the agents time spent on tickets, on break, in coaching etc… We also use it for checking if the various time-based SLAs that we set are met. We have found Tymeshift to be a great and valuable addition to our Zendesk. It has helped us to better understand where our agents are spending their time.
– Christopher Cael, Assistant Manager Contact Center Europe – Nintendo of Europe GmbH
Tymeshift has helped us to improve agent productivity by providing real-time access to the data we use on our scorecards, as well as allowing us to setup notifications to be automatically alerted if an agent exceeds the expected average handle time or their break time. It also allows us to have more control on the overall occupancy watch over the agents.
– Kunasellaan Kathigesan, Head of Seller Support, Malaysia – Lazada
Tymeshift has been helpful to monitor our Agents in real time at Lazada, therefore it has driven a better performance.
– Andres Dubón, Regional Project Analyst at Lazada
As the leading last-mile logistics company in SE Asia we are constantly striving to innovate and deliver better service to our customers. Tymeshift is an integral part of our customer support team as it allows us to track of what our agents are doing within Zendesk and ultimately use that data to create executive reports which lead to increased efficiency and better customer service.This alone has saved significant time in reporting. It manages to show me a lot of details about our support team in minimalist manner. Tymeshift support team is always enthusiastic and ready to help which is good thing.
– Wadi, NinjaVan