Agent experience
Latest stories Page 2
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.
Article Agents need cross-channel communication
I recently had a rough customer service interaction.
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
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.
Article The four C’s of cherry-picking
Learn the causes and solutions Cherry-picking has a negative connotation.
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.
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
Article Improving retail experiences with conversational commerce
Customer support is no longer a destination.
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.
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.
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.
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.
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
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?
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.
Article Selling enterprise business software can be exciting. Really.
Zendesk lesson #5: Selling enterprise business software doesn’t have to be boring.
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