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WFM World
Staying in control through the chaos of Peak Season
February 23, 2023
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Alan Pendleton
Peak Season is always challenging for support teams. Here are some best practices to help you navigate the chaos.
Great CX, implementing Zendesk and the power of WFM for going remote: Adelante’s Tamir Bashkin sits down for a chat
December 14, 2022
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Tamir Bashkin
5 ways WFM for agents is great - explained by a former agent
May 19, 2022
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Lilith Shoemaker
More information, focus and help: these are just some things workforce management can help agents with.
Why time tracking is better for agents than managers - contrary to popular belief
May 19, 2022
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Lilith Shoemaker
You are not alone: hundreds of other businesses feel these 10 WFM pain points
April 11, 2022
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Maya de Bresser
From remote support teams having no visibility to how difficult scheduling is, our Partnerships Executive goes over the WFM pain points ALL of our customers experience - and you probably feel too.
Agent Scheduling: what is it and why you should care
March 25, 2022
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Dorothy Grace Subang
Getting agent scheduling right is critical for your support teams. Learn what agent scheduling is, what to do and what to avoid.
Improving Employee Experience to Improve Customer Experience
March 14, 2022
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Annette Franz
Annette Franz, CCXP, founder and CEO of CX Journey Inc, explains how and why improving the Employee Experience also improves your customer experience.
Essential WFM metrics for any workforce manager
March 11, 2022
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Dorothy Grace Subang
WFM metrics let you know how well your CX team is doing. Let's look at some key metrics, and what you should be aiming for in each.
5 qualities of a great workforce manager
March 11, 2022
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Dorothy Grace Subang
What's the difference between a good workforce manager and a great one? It's these 5 qualities.
65 Key Workforce Management Terms: A Very Simple DiCXionary
March 10, 2022
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Alexa Huth
A glossary of key terms every workforce manager should know. From A to WFM.
How to forecast in 4 super simplish ways
March 9, 2022
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Alexa Huth
Getting forecasting right takes work. If you're trying to do it manually, read this article all the way to the bottom.
Making WFM Bad News Bearable
March 9, 2022
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Alexa Huth
3 simple ways to make it easier to break bad news to your CX agents.
Handling Scheduling errors: an easy guide for workforce managers
March 9, 2022
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Alexa Huth
Whether you're understaffed or overstaffed, we've got you. These creative ideas will help!
5 Key Takeaways from the 2022 CX Trends Report
February 16, 2022
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Jeremy Watkin
As a customer support and CX leader, Jeremy Watkin looks forward to the CX Trends report from Zendesk each year. These are his Takeaways for 2022:
Onwards and upwards with your CX career
February 16, 2022
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Ivy Clark
Your mother might not understand that working in customer service, support and experience is a real job. But here are 5 top tips from people who do.
Are airlines' CX teams flying blind?
February 16, 2022
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Beatriz Crespo
My personal CX nightmare and what it can teach you
Mission-Driven CX: the future of Customer Experience
February 16, 2022
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Nate Brown
CX Influencer and Thought-Leader Nate Brown explores what he thinks is going to be the Future of CX
A Rule of Thumb for Workforce Managers
January 4, 2022
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Sam Sanders
Have you ever gone into a 1:1 with your employee and needed to give some critical feedback that turned the conversation sour? You can say no, but it's happened to the best of us.
Empathy cannot be codified
December 28, 2021
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Samanta Velho
(but you can code with empathy) Sure you can say “Not yet!”, and that’s okay: I like to be challenged. But let’s take a step back and break this down.
Crossing the Ts in our Data Set:
November 26, 2021
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Marija Miljkovic
How Cross-Validation allowed us to measure the accuracy of our forecasting model
CX Agents: Product Managers in Training
March 17, 2021
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MJ Marques
There’s a rule that hovers over every Support Agent’s head: “Do not make assumptions.” No matter how much you think or believe you’ve seen this issue before or you know what the customer is asking for, there’s always a risk of being wrong.
Forecast & Furious: Launch of an Incredible Feature
January 4, 2021
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David Birchmier
“If you build it once and it doesn’t work quite right, try again.” — Tsvika Solan
Your CX Agents are the Key
September 15, 2020
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Alexa Huth
Outstanding customer support can turn a negative experience into a lifelong customer.
The Wide World of WFM
September 2, 2020
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Alexa Huth
It’s a big deal…and it’s about to get bigger.
Okay, what’s so great about WFM?
September 2, 2020
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Elisa Reggiardo
Get ready to fall in love with workforce management.
Zendesk Makes Strategic Investment in Tymeshift
January 21, 2020
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David Birchmier
Today, we have some big news that we are thrilled to share – Zendesk invested in Tymeshift!
Hot Topics
Product
WFM World
CX Profiles
Life @ Tymeshift
Authors
Alan Pendleton
Tamir Bashkin
Samanta Velho
Sam Sanders
Nate Brown
MJ Marques
Maya de Bresser
Marija Miljkovic
Lilith Shoemaker
Jessica Martinez
Jeremy Watkin
Izabela Škrbić
Ivy Clark
Elisa Reggiardo
Dorothy Grace Subang
David Birchmier
Beatriz Crespo
Corey Dalton
Annette Franz
Alexa Huth