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Empathy circles: from a moment to a movement

Employees needed urgent support as multiple crises unfolded. Empathy circles were born: safe spaces where our people could talk and feel safe

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What is call listening and how to it can improve your call centre's performance

Call listening can help improve your customer service team's performance. Here's what you need to know.

Guides and ebooks
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Four key principles for evolving the employee experience

While many companies are looking ahead to re-envision how physical offices will function, remote work is here to stay. Here's how to evolve your employees’ experience in the ever-changing next normal

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The ultimate guide to a successful discovery call

A discovery call is your first chance to wow your prospects. Leave a strong first impression by prepping for this initial phone conversation.

Discover AI innovations shaping service at Zendesk AI Summit

Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.

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CCaas: The definitive guide to contact centre as a service (+ the five best providers)

It's time to drop your dated call centre technology. Learn how a CCaaS solution helps you connect with customers across all channels.

Article
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What do successful startups have in common?They prioritise CX

We studied over 4,000 startups to determine whether there was a connection between startup growth and CX investment. Spoiler alert: there was.

Article
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What is an enterprise help desk and how does it benefit your team?

Here are the tools that you'll need to meet your customers’ expectations, at scale.

Article
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Four ways in which badges can boost community engagement

Badges are a powerful tool for increasing engagement in an online community and streamlining the conversations within it.

8 min read

Seven strategies to win back your customers' trust after your brand's reputation has been damaged

Every company experiences a PR crisis. It's what you do afterwards that determines the effect on your business.

Article
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Customer onboarding guide for 2021: Purpose, examples, and best practices

Getting customer onboarding right is critical to long-term retention. Here's how to build your business’ onboarding strategy.

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Top 11 call centre skills every agent needs

Great call centres start with hiring agents with the right call centre skills. Here are the personal qualities and technical skills agents should possess.

Article
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How to grow your customer base

Learn the best ways to win new customers and keep the old.

Article
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Proven ways to deal with high call volume

High call volume can overwhelm representatives and harm the customer experience. But support managers have a host of ways they can manage and deflect inbound calls.

Article
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CX and COVID-19: What agile companies are doing differently

See what the data says about how the most successful companies are adapting and innovating to meet customer needs as the pandemic wears on.

Article
10 min read

Customer success interview questions: 30 Examples you should ask every candidate

To build the team of your dreams, ask these customer success interview questions.

Becoming more agile can start with a small step

Widespread lockdowns have been in force around the world, in an effort to limit the spread…

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Forget the pitch: 9 sales questions to close the deal

You need to know your prospect before you pitch to them. Here are the sales questions you need to ask to get them talking.

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How to onboard a remote customer support team successfully

Effective onboarding is essential to modern business success, but it's not always easy – especially if you're trying to onboard a remote customer support team.

Article
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12 smart sales goals for your team

Set up the right sales goals, and you’ll be set to provide customers with a thoughtful and personal buying experience.