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What is Zendesk Workforce Management (WFM)?

Zendesk Workforce Management (WFM) is an advanced AI-powered workforce optimization tool designed to enhance customer support operations through accurate staffing forecasts, automated scheduling, and real-time agent performance tracking. Using historical data analysis, Zendesk WFM predicts staffing needs across different timeframes—daily, monthly, or seasonally—helping organizations reduce overtime costs and maintain optimal service levels. The platform automates the complex task of creating agent schedules, allowing for personalized shift management that saves time for managers and agents alike. Real-time activity tracking and comprehensive analytics give managers the insight needed to plan, adjust, and optimize workforce deployment effectively. Agents benefit from increased transparency by viewing their tasks in advance, which improves productivity and morale. Zendesk WFM has delivered measurable results for clients such as Sendle, Wyze, and Tembici, including up to a 450% boost in first reply speed, doubled resolution rates, and significant cost reductions. The solution is seamlessly integrated with Zendesk’s customer service ecosystem, enhancing operational cohesion. Additional resources such as workforce planning templates, webinars, and demo videos support users in maximizing the platform’s potential. Zendesk’s AI-driven approach enables businesses to streamline customer support operations, improve team efficiency, and deliver better customer experiences. Overall, Zendesk WFM is ideal for organizations aiming to optimize workforce management in fast-paced, customer-centric environments.

What is Orbital Shift?

Managing staff schedules and accurately recording employee hours has never been easier, regardless of the device used. Managers can conveniently access, approve, and adjust employee schedules from any location. The use of automated alerts and notifications helps to effectively resolve issues like scheduling conflicts and overstaffing. Employees enjoy the flexibility of clocking in and out through their mobile devices or dedicated time stations. With GPS geofencing, managers can monitor their team's locations during work hours, ensuring accountability. Administrators can send targeted text or email communications to specific departments, job roles, or the entire staff, enhancing coordination. Furthermore, employees have the ability to view daily shift notes upon logging in, keeping everyone informed and prepared for their shifts. Budget management becomes more efficient through features like overtime alerts, conflict notifications, and clock restrictions, which help prevent employee time theft and unexpected overtime costs. By allowing staff to effortlessly check their work schedules at any time and from any place, employee engagement is easily enhanced, promoting a sense of empowerment and responsibility. This comprehensive scheduling solution not only boosts operational efficiency but also cultivates a more informed and committed workforce, ultimately leading to better overall performance and satisfaction.

Media

Media

Integrations Supported

Zendesk

Integrations Supported

ADP Workforce Now
Paylocity
QuickBooks Online
isolved

API Availability

API Availability

Pricing Information

$5.00/month/user
Free Trial Offered?

Pricing Information

$2.00/month/user
Free Trial Offered?

Supported Platforms

SaaS

Supported Platforms

SaaS
Android
iPhone
iPad

Customer Service / Support

24 Hour Support

Customer Service / Support

Standard Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Online Training
On-Site Training

Company Facts

Organization Name

Zendesk

Date Founded

2007

Company Location

United States

Company Website

www.zendesk.com/service/workforce-management/

Company Facts

Organization Name

Orbital Shift

Date Founded

2009

Company Location

United States

Company Website

www.orbitalshift.com

Categories and Features

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Performance Appraisal
Scheduling
Time & Attendance

Categories and Features

Employee Scheduling

Employee Database
Group Scheduling
Messaging
Mobile Access
Payroll Management
Reporting/Analytics
Resource Management
Schedule Distribution
Scheduling
Shift Scheduling
Shift Swapping
Time Clock
Time Tracking
Vacation / Leave Tracking

Job Costing

Budgeting & Forecasting
Time Tracking

Scheduling

Alerts/Notifications
Class Scheduling
Employee Scheduling
Facility Scheduling
Group Scheduling
Meeting Room Booking
Multi-Location
Online Scheduling
Real-time Scheduling
Reservations
Resource Scheduling
Room Booking Management

Time Clock

Biometric Recognition
Hourly Employee Tracking
Messaging
Mobile Access
Online Punch Card
Payroll Management
Punch card
Reporting/Analytics
Salaried Employee Tracking
Sick Leave Tracking
Vacation / Leave Tracking
Workstation Tracking

Time Tracking

Employee Database
Expense Tracking
Mobile Time Tracking
Online Time Tracking
Overtime Calculation
Time per Project Reporting
Timesheet Management
Vacation / Leave Tracking

Work Schedule Makers

Not specified

Workforce Management

Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce

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