Article
2 min read

Gartner’s 2019 Magic Quadrant for the CRM Customer Engagement Centre

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

Ebook
1 min read

Sharing identity to foster customer loyalty

Stronger customer relationships through shared values. Excellent service is a key to earning loyal customers.

Article
11 min read

4 ways customer support agents can make a career pivot

Recently, while watching old episodes of The Office, I was reminded of the root basis of…

Guides and ebooks
3 min read

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they are becoming more accustomed to interacting with AI-powered tools for the support they need.

Women in Leadership

At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

Guides and ebooks
1 min read

Zendesk’s customer service guide for start-ups

Getting a start-up off the ground is tough enough as it is—but attracting and retaining customers…

Article
4 min read

Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.

Article
11 min read

Icebreaker alternatives for people who hate icebreakers

“Today is all about getting to know each other, building relationships, and finding out even more…

Article
17 min read

12 call centre metrics to track (and how to improve them)

Call centers play a key role in creating great customer experiences. Track these key call center metrics to measure performance and achieve customer service success.

Article
5 min read

Introducing The Zendesk Suite

The Zendesk Suite bundles Zendesk Support, Guide, Chat, and Talk into a single omnichannel solution

Article
11 min read

What is average handle time (AHT) and how do you calculate it?

Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.

Article
8 min read

The startup spouse: a view from the other side of bed

Over half a million people become entrepreneurs in the United States each month. That’s a lot…

Whitepaper

SFA software evaluation template

Article
7 min read

Knowledge management best practices

A Q&A with Forrester's Kate Leggett on knowledge management best practices.

Article
3 min read

What are your most important customer service objectives?

We asked some customer experience experts to provide examples of important customer service objectives.

Article
4 min read

Hold the line—your new hold music has arrived

There are plenty of places to get high-quality on hold music for cheap—or even free.

Article
3 min read

Time to build a support operations team

It might be difficult to determine how and when to add a support operations team. Learn how we did it.

Article
5 min read

Say it with an emoji. Yes, even at work.

Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

Article
1 min read

The Multi-channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.

Ebook
1 min read

4 Crucial Trends for the 2018 Holiday Retail Season

In this post-Christmas moment, retailers are assessing the just-concluded season and starting to plan for the next one.