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Agent experience


Latest stories

Article
5 min read

Using a smart knowledge base to unlock agent potential

Customer support jobs are most rewarding when agents come through with the right help at the right time.

Article
3 min read

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers

Article
2 min read

Will your support team work from a central location or virtually?

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce

Article
5 min read

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
4 min read

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
5 min read

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
9 min read

The four C’s of cherry-picking

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

Article
4 min read

Happier agents go with the flow

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

Article
2 min read

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
3 min read

Support beyond tickets

Zendesk isn’t just a ticketing solution.

Article
4 min read

Sales and support: Collaborating to increase growth

This is the third post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business objectives

Article
3 min read

Knowledge management is power—and empowering

Equipping your frontline customer service teams with product knowledge is one thing.

Article
3 min read

Why firsthand product experience is the best teacher

Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk.

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