Workforce management
Optimal deployment of your staff
With workforce management within Zendesk, you can efficiently plan your support staff based on current data. This prevents overstaffing, reduces labor costs and improves accessibility. cloudmotion helps organizations set up, integrate and optimize workforce management in their existing customer contact environment.
Discover how it works, what benefits it offers and how we support you with a successful implementation!
What is workforce management?
Workforce management (abbreviated WFM) within customer contact revolves around the efficient planning and management of support employees, so that customer questions are handled quickly and consistently. In a dynamic environment such as a customer service or help center, where ticket volumes can vary per day or hour, it is essential to align staff deployment with current demand.
With a workforce management system like Zendesk WFM you get insight into how many questions you can expect, how many employees you need for them and how to adjust the schedule accordingly. This will improve the performance of your support team and ensure a predictable and balanced work environment!
The workforce management process
How can you use a workforce management system?
For customer engagement teams working with Zendesk, built-in workforce management functionality provides a powerful solution to common challenges: unpredictable workloads, wait times, and being overloaded or understaffed during peak times.
This functionality uses ticket data within Zendesk to make accurate predictions, calculate the required capacity and create automatic schedules. This way you no longer work reactively, but actively manage accessibility, efficiency and team peace.
We help organizations to fully utilize these possibilities within Zendesk, from setup to optimization.
Benefits of workforce management
1. More control over occupancy
With accurate forecasts and data-driven schedules, you can tailor staff deployment precisely to the workload – without under- or overstaffing.
2. Work more efficiently
Automatic planning, real-time monitoring and reporting ensure less manual work and more focus on quality.
3. Better employee satisfaction
Transparent schedules, fewer ad hoc changes and a fair distribution of services contribute to peace and involvement in the team.
Automatic workforce scheduling with AI-driven predictions
Modern workforce management systems use data analytics and AI in Zendesk to accurately predict how much staff will be needed at any given time of day. By analyzing historical ticket data, seasonal patterns, and current trends, a clear picture of expected workloads emerges.
Based on these predictions, the system automatically generates schedules that match customer demand and the availability of your employees. This prevents over- or understaffing and allows you to flexibly respond to peaks in, for example, e-mail, chat or telephone traffic.
For support teams working with Zendesk, this means less manual scheduling, fewer surprises on the work floor, and a better balance between accessibility and calm in the team.
Cost savings through more efficient personnel management
A workforce management system helps organizations to structurally reduce wage costs. By planning based on data instead of on feeling, you prevent unnecessary overtime and understaffing. Employees are only deployed when it is really necessary.
For example: a customer service team that used to schedule six employees on Monday mornings as standard, turns out to be able to work with four with good forecasting. That saves dozens of paid hours every week, without the service suffering.
Implementation and integration within your organization
We implement workforce management specifically for Zendesk. We guide the entire process: from intake and setup to training and integration with your existing Zendesk workflows.
We align the onboarding with your support process, so that the system directly matches the practice. This way you work quickly and efficiently with an integrated staff planning within Zendesk, with minimal impact on your team!
Frequently Asked Questions about Workforce Management
What is the difference between HR software and Workforce Management?
HR software focuses on personnel administration (such as leave, salary and contracts), while Workforce Management revolves around the operational deployment of employees: planning, scheduling and capacity management.
How does WFM help in cost savings?
By planning smarter based on data, you prevent overcapacity and unnecessary overtime. This reduces wage costs without compromising accessibility or service.
Can I connect the system to my existing HR tools?
Yes, workforce management within Zendesk can easily be connected to your existing HR and scheduling systems. We ensure a seamless integration, so that schedules, availability and leave automatically sync with your existing HR tools.
Is Workforce Management suitable for flexible teams and remote work?
Yes, definitely! WFM supports hybrid teams with flexible schedules, real-time insights and remote planning, ideal for support teams that work partly remotely.
