Agent typing on laptop
Artificial intelligence has the potential to not only improve the customer experience, but also dramatically improve the experience of back-office and service operations. We believe AI can make service operations much faster and more efficient, allowing service teams to focus on delivering a better customer experience rather than getting bogged down with time-consuming administrative tasks. So, we acquired Tymeshift in June 2023 to give organizations using Zendesk an easier way to manage their teams.
Tymeshift is the ideal workforce management solution, automatically scheduling agents to meet AI-predicted needs based on real-time and historical data. It also provides insight into team performance and capacity, allowing managers to optimize staffing and manage costs. In turn, the workforce management solution can increase agent productivity and happiness, reducing employee turnover.
Starting February 1st, we’ll be malaysia mobile number list releasing exciting new updates to Tymeshift, all aimed at helping organizations manage their teams more effectively and reduce costs. Here’s what you can expect from our latest releases.
Faster generation and editing of schedules
By leveraging ticket data and agent activities, Tymeshift automatically generates schedules, eliminating the use of manual and cumbersome tools (such as spreadsheets) to manage agent scheduling. This reduces time spent on administrative tasks.
Our latest enhancements have expanded the usability of this feature for larger companies, which often have more complex workflows. Using the bulk edit feature, managers can adjust, delete, or generate schedules. Managers can also prioritize workflows to ensure the right work is addressed in the event of overstaffing or understaffing.
For more details on our enhanced schedule generation and editing and other EAPs, click here .
Tracking administrative activity with a Chrome extension
For teams using Zendesk, Tymeshift provides the most comprehensive and accurate agent activity and performance reporting compared to other workforce management solutions on the market. However, managers were previously unable to track their agents’ activities while they worked on tasks outside of Zendesk.
With the new Chrome extension, organizations will now be able to link URLs to general tasks, allowing them to accurately track their agents when they are working on tasks outside of Zendesk. This allows managers to be fully informed when evaluating their teams, as well as identifying areas for training and coaching. As a result, the new feature allows managers to better understand how agents spend their time and makes it easier for agents to receive recognition for the work they do outside of the Zendesk platform.