Article
Latest stories
Article
5 min read
Advancing the Resolution Platform to set a new standard for service
Here at Zendesk, we’re focused on a singular goal: delivering resolutions that help customers and companies…
Article
How to create an employee development plan + free templates
Discover the organisational impact of an employee development plan and how it can affect the employee experience. Use our free templates to get started today.
Article
5 min read
Customer experience: the hidden ace in iGaming & Betting
The true ace up the sleeve? Customer Experience (CX). As a Sales Director at Zendesk, I…
Article
Call centre analytics: Key types, KPIs, and how to use them
What are call centre analytics? Call centre analytics involve monitoring and analysing customer interactions within a…
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
4 min read
Agentic AI vs generative AI: What sets them apart
When most people hear artificial intelligence (AI), they think of tools like ChatGPT or Google Gemini.…
Article
8 min read
AI in government: How it's being used and future trends
Governments worldwide are using AI to automate tasks, improve citizen support, and increase efficiency. See how these changes are unfolding today.
Article
9 min read
What are large language models? A guide to LLMs in CX
Discover what large language models are, their use cases, and the future of LLMs and customer service.
Article
9 min read
8 ITSM best practices for modern service management
Every modern business relies on technology to keep operations moving. Even something as simple as a…
Article
15 min read
50 employee engagement survey questions and best practices
Learn how to conduct an employee engagement survey and what questions you should ask.
Article
What is employee service? A complete guide
Employee service definition Employee service refers to the internal support and resources a business provides its…
Article
5 min read
AI agent vs. AI chatbot: Key differences and features
Customer service technology has come a long way since the days of endless hold music and…
Article
5 min read
Agentic AI in ITSM: The future of IT service management
What is agentic AI in ITSM? Agentic AI in ITSM refers to the use of autonomous…
Article
5 min read
Top ITSM trends to watch now
Your ITSM team is like your phone's operating system, working quietly in the background to keep…
Article
1 min read
What is an omnichannel contact centre? a complete guide
Omnichannel contact centre software streamlines communication channels so customer service reps can provide consistent and personalised support.
Article
10 min read
AI in contact centres: How technology is shaping the CX
With everything from groceries to rideshares available at the push of a button, today’s customers have…
Article
5 min read
ITSM vs. ESM: Differences between IT and enterprise service management
Evaluating tools for employee service management can lead to a debate between ITSM vs. ESM as…
Article
5 min read
What is IT asset management? a complete guide
IT asset management definition IT asset management (ITAM) is the process of tracking and managing all…
Article
14 min read
What is customer care? Definition, importance and best practice
Investing in customer care can build lasting brand loyalty and boost customer satisfaction.
Article
5 min read
What is problem management? a complete guide
Problem management definition Problem management is an aspect of IT service management (ITSM) that focuses on…
Subscribe to the blog
The best source of information for customer service, sales tips, guides and industry best practice. Join us.