Agent experience

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When is it best to use chatbots vs. humans for customer service? Article

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

Agents need cross-channel communication Article

Agents need cross-channel communication

I recently had a rough customer service interaction.

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing

Be the type of tech support team you want to interact with Article

Be the type of tech support team you want to interact with

When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.

The four C’s of cherry-picking Article

The four C’s of cherry-picking

Learn the causes and solutions Cherry-picking has a negative connotation.

Happier agents go with the flow Article

Happier agents go with the flow

We all know how great it feels to be in the zone.

Feedback is a gift—take it and optimise Article

Feedback is a gift—take it and optimise

Creating the optimal experience In customer service, if you hear the word “optimal,” it’s most likely modifying “Support Experience.

Are your customer service representatives happy? Article

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance

Vacation-ing the premises Article

Vacation-ing the premises

We see ourselves as customer driven, dedicated, and hard-working.

Improving retail experiences with conversational commerce Article

Improving retail experiences with conversational commerce

Customer support is no longer a destination.

Be a good neighbor, become a good business with CSR Article

Be a good neighbor, become a good business with CSR

When we started our corporate social responsibility (CSR) journey seven years ago, we were small and scrappy: approximately 60 employees.

Execs need to be the kind of leaders people want to follow Article

Execs need to be the kind of leaders people want to follow

Sometimes you don’t know how good you have it until you’ve experienced something else.

What you didn’t know about self-service: 5 departments that benefit, too Article

What you didn’t know about self-service: 5 departments that benefit, too

Self-service can have a positive impact on every department within an organization—not just your team of agents or the customers they’re working hard to serve.

Choose wisely: What to ask a potential vendor Article

Choose wisely: What to ask a potential vendor

Even when you’re anxious to leave a software or service behind, making the change to a new customer service solution can be hard.

Why staffing can make or break your omnichannel strategy Article

Why staffing can make or break your omnichannel strategy

A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

SEO and customer service: The benefits of aligning efforts Article

SEO and customer service: The benefits of aligning efforts

Did you arrive here from Google to learn more about how SEO can improve customer service?

Businesses are made up of people Article

Businesses are made up of people

Zendesk lesson #3: Businesses are made of people, and those people have relationships and ties to the communities they live in.

Selling enterprise business software can be exciting. Really. Article

Selling enterprise business software can be exciting. Really.

Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring.

Support beyond tickets Article

Support beyond tickets

Zendesk isn’t just a ticketing solution.

What it’s like on the front lines of support Article

What it’s like on the front lines of support

Use cases, feedback, and educational opportunities are all things to look out for and remind yourself of when offering support, but it’s also important to maintain a fresh perspective on the type