Introduce Zendesk WFM to your teams

While change can sometimes be challenging for your teams and may raise questions and concerns, it also opens the door to enhanced productivity and a more efficient workflow. Here are some of the best practices to introduce the WFM add-on to your teams:

1.  Be open and transparent about your main WFM goals 

By sharing your objectives, you can inspire your team and help them see the value of this new addition. Here are some common goals shared by customers for inspiration:

• Understand what the team is working on
• Create a schedule
• Understand your staffing needs

• Identify your best performers, etc.

   

2.  Address the “tracking” elephant in the room

The real-time monitoring of your team’s activities may be received with concerns and while these should be openly acknowledged and addressed, the topic of tracking does not have to be a negative conversation! This is an opportunity to emphasise how the tool can help everyone work more efficiently and effectively as well as reinforcing your commitment to your team’s wellbeing by tailoring the monitoring tool to fit their needs. 

Options include:

• Turn the auto-tracking off  and allow your team to manually “Start” and “End” their day
• Turn the auto-tracking on for specific agents/teams only 
• Remove the timer from the agent's view
• Remove the general tasks drop-down menu from the agent's view etc.

3.  Provide Abundant Resources for Success

To make the transition as smooth as possible, equip your team with the resources they need to thrive! 

• The Agent Guide: how to view your schedule, clock in and out etc.
• The Manager Guide: how to use daily monitoring, scheduling etc.
• The WFM glossary: help your team understand the terminology and concepts associated with the tool, making them feel more confident as they navigate this change
• Last but not least, feel free to reach out to Support for any questions or doubts; we’re here to help!