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5 min read
All about average handle time
A customer’s time is precious, and so is yours. Average handle time can help companies gauge the strength of their call center and phone support.
Article
11 min read
Average handle time (AHT): how to calculate and improve it
Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.
Article
2 min read
Be ready for anything: support forecasting and scheduling
One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you’ll hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell and more. Relate is where service leaders connect, learn and discover new resolutions.
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5 min read
Fullscript’s prescription for omnichannel customer success
Fullscript provides a single, easy route to better health.
Article
8 min read
The startup spouse: a view from the other side of bed
Over half a million people become entrepreneurs in the United States each month. That’s a lot…
Article
4 min read
10 Customer experience KPIs
According to recent research, by the year 2020, customer experience will overtake price and product as the key brand differentiator.
Article
2 min read
Building customer loyalty with great support
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide.
Article
4 min read
Three things to consider when offering self-service
The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness.
Article
7 min read
Knowledge management best practices
A Q&A with Forrester's Kate Leggett on knowledge management best practices.
Article
8 min read
What is 24/7 support?
Demand for 24/7 support is almost certainly going to come as your business grows
Article
2 min read
Content Cues: for agile and collaborative help content
Staying on top of knowledge management for help centers can be tricky, but it's a lot easier with help from artificial intelligence
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2 min read
Introducing Content Cues for Zendesk Guide Enterprise
Empowering customers to help themselves is major part of a successful customer service organisation.
Article
4 min read
Differentiate your brands with unique help centre experiences
Brands that fall under the same parent company have unique customer bases, branding and personalities. Why should their help centres be any different?
Article
3 min read
Spring brings new integrations
Though it might not feel quite like it in many places, it is technically spring.
Article
3 min read
What are your most important customer service objectives?
We asked some customer experience experts to provide examples of important customer service objectives.
Article
3 min read
How a great customer experience comes from chat support
Live chat alone can't define your customers’ experience - how they navigate the site, how they engage with support, and where they are on the customer journey all come into play
Article
4 min read
Three customer support KPIs you need to track
Over the years, I’ve been fortunate enough to be included in discussions with some of the world’s most effective customer support leadership teams.
Article
3 min read
Three companies, three omnichannel examples
Omnichannel is a hot buzzword in the customer support world, but what does it actually mean, and can your company benefit from it?
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