Article
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The knowledge management system in practice

A knowledge management system helps people find, contribute to or benefit from a company's institutional knowledge.

Article
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Five of the best knowledge management examples

Here are our favourite knowledge management examples and perhaps the kind of knowledge base that your company will want to develop

Article
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Consumer trends during The Great Reset: How do we want to move forward?

As governments and businesses talk about how to open after shelter-in-place orders, there’s a lot to…

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How to start a call centre (without breaking the bank)

What is a call centre? Put simply, it’s a team of customer service agents that responds to incoming calls concerning customers’ problems. Here’s how to start one.

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.

Article
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What’s a BPO call centre, and what does it do?

If your business doesn’t have the capacity to handle all your inbound and outbound calls, it may be time to let a BPO call centre step in.

Article
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What is customer retention rate? How do you calculate retention rate?

While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.

Article
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6 call centre training tips for building an exceptional team of agents

Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience

Guides and ebooks
1 min read

Insights to Explore: A change management guide

The role your data plays has probably evolved since your business has grown, which means now…

Article
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The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.

1 min read

Gartner: Improve Employee Experience to Drive Improvements in Customer Experience

Industry leaders need to recognise exactly what kind of impact employees are having on a customer’s experience and take direct steps to ensure that the employee experience is up to par.

Article
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Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

Article
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12 customer retention strategies you can copy

Retaining customers during times of prosperity as well as uncertainty starts with incorporating a set of skills and strategies to reduce customer churn and build loyalty.

Article
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Inbound vs outbound call centres: What's the difference?

Learn what makes an inbound call centre different from an outbound call centre and how they can benefit your business

Article
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Loyalty programmes: How they work, examples, and tips

Loyalty programmes can encourage customers to continue purchasing from your brand. Learn why that’s important and explore examples you can emulate.

Article
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Thoughts from HR: 3 effective ways to support your employees during COVID-19

Employees expect the same clear communications from their employer as they do from their favorite brands.…

Article
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The top call centre tips for beginners or experts

Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.

Article
3 min read

Why messaging is set to be the 2020 customer channel for business

Many businesses are settling into a new reality – finding ways to work from home while…

Article
13 min read

How to calculate customer churn rate

When evaluated alongside a company’s other key metrics, a company’s churn rate is a powerful way to assess what a business is doing well, and where it needs to improve

Article
6 min read

4 customer engagement metrics you should be tracking

By monitoring customer engagement metrics, you can understand how your audience is responding to your marketing content—and what could be improved to encourage more engagement