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6 min read

Content management v. knowledge management

The real differences between content management and knowledge management – spoiler alert – scaling businesses need both

Knowledge management

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5 min read

Understanding customer engagement platforms

Real connections with customers can improve customer satisfaction, sales, and retention. A customer engagement platform helps businesses manage complex customer relationships.

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5 min read

We use customer self-service to decrease ticket volumes, and you can too

Improving your self-service content can help you decrease ticket volumes in times of crisis and beyond. Follow these steps to identify effective changes.

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3 min read

Answer Bot® is here to help: better comprehension, more languages, less effort

With better comprehension than before, Answer Bot can help you deliver accurate answers to customers while reducing the effort required by agents.

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.

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6 min read

What is a mobile help desk?

Mobile help desk software can give agents the tools that they need to do their job from anywhere with an Internet connection

Article
7 min read

The knowledge management system in practice

A knowledge management system helps people find, contribute to or benefit from a company's institutional knowledge.

Knowledge management

Article
9 min read

Five of the best knowledge management examples

Here are our favourite knowledge management examples and perhaps the kind of knowledge base that your company will want to develop

Knowledge management

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12 min read

Consumer trends during The Great Reset: How do we want to move forward?

As governments and businesses talk about how to open after shelter-in-place orders, there’s a lot to…

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11 min read

How to start a call centre (without breaking the bank)

What is a call centre? Put simply, it’s a team of customer service agents that responds to incoming calls concerning customers’ problems. Here’s how to start one.

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11 min read

What’s a BPO call centre, and what does it do?

If your business doesn’t have the capacity to handle all your inbound and outbound calls, it may be time to let a BPO call centre step in.

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8 min read

What is customer retention rate? How do you calculate retention rate?

While companies should closely monitor their customer retention rate and churn rate, there are other customer retention metrics worth paying attention to.

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7 min read

6 call centre training tips for building an exceptional team of agents

Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience

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4 min read

The keys to excellent internal help desk management

These internal help desk management tips can help set up harmonious employee and user expectations round help desk response times.

Employee experience

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8 min read

Benchmark Snapshot: Tracking the impacts of COVID-19 on CX

Customer requests are increasingly prone to volatility, putting pressure on support teams as ticket volume fluctuates during the COVID-19 outbreak

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12 min read

12 customer retention strategies you can copy

Retaining customers during times of prosperity as well as uncertainty starts with incorporating a set of skills and strategies to reduce customer churn and build loyalty.