Article
8 min read

How we work: the employee experience reimagined

Every organisation is working out the next new normal, whether that’s a return to modified office life or a long-term version of working from home. As employees' needs and expectations rise, HR leaders must reimagine the employee experience of the future – today.

Article
9 min read

A guide to customer service reports

Discover the reports that help you better understand and improve the customer experience.

Article
10 min read

What is interactive voice response (IVR)? a complete guide

IVR technology can be a game changer for call centres. Discover what an IVR system is and how it improves telephone support.

Article
10 min read

What is customer obsession? How to become customer obsessed

We’ve all heard the stories of companies going above and beyond to provide their customers with…

Join 2,000 service leaders at Zendesk Relate 2026

Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.

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7 min read

8 customer courtesy tips and why it matters

Find out why compassionate customer service matters, and what it can do for your business.

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What is customer-facing? Everything you need to know about customer-facing roles

Learn about customer-facing roles, what kind of people do well in them, and how to improve your own customer-facing skills.

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6 min read

Integrations galore

Here are the newest integrations from Zendesk to help your agents provide the perfect customer experience.…

Guides and ebooks

Are you set up to deliver exceptional customer experience?

Are you set up to deliver the modern CX your customers demand? This guide will walk you through Zendesk's four key ingredients for support success.

Article
11 min read

What is omnichannel customer service? Definition, importance and strategy

Take an omnichannel approach to create seamless, reliable customer interactions.

Article
8 min read

What is a contact centre? Definition, types, and use cases

Establish a flexible, dynamic contact centre to drive customer loyalty and improve agent efficiency.

Article
1 min read

Understanding call center burnout

Call center employees face unique challenges that can often lead to burnout. Understanding why can help fix bigger problems down the road.

Article
4 min read

Transformation in the money transfer industry: The impact of customer expectations

Over the last ten years the money transfer industry has seen dramatic change. A decade ago,…

Article
3 min read

Why Cloud 100 startups are investing in CX

The Forbes Cloud 100 list recognises top cloud and software startups. Find out why so many of these companies are prioritising customer experience.

Article
9 min read

How to anticipate your customer needs and solve them

What are customer needs, and how can your business solve for and anticipate them?

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10 min read

Customer reviews: how to get and use them [+ templates]

Most of your customers read reviews before deciding to purchase a product or service. Here’s how to get more customer reviews that convince people to buy.

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5 min read

Three hidden costs of Freshdesk: Why low licence fees can be deceptive

Freshdesk says that you’re saving money on their low licence costs, but there are big trade-offs to consider.

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3 min read

In an uncertain world, knowledge is power

Find out how knowledge-management software can help you keep your customers informed even as the world keeps changing.

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8 min read

How to start a virtual call centre that provides excellent customer service

Learn the best way to set up and manage a remote customer service team.

Article

What is a positioning statement? Examples, template + tips

A good positioning statement shapes the customer experience you want to deliver and guides the teams who make it happen. Here’s how to write one.