Customer support management
The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.
Latest stories
Article
3 min read
Zendesk VoIP for business for more affordable customer calls
How do you turn a customer into a fan? Ironically, one of the best ways to…
Article
5 min read
How can customer service training help during an economic downturn ?
With 74 per cent of business leaders saying that customer service has become even more important…
Article
6 min read
Why tech leaders must focus on both the customer and employee experience
Zendesk CIO and SVP of Operations, Colleen Berube, sheds light on how the employee and customer experience are inextricably linked.
Article
Why product knowledge is essential in customer service
Excellent customer service depends on knowing what you’re selling like the back of your hand. Business…
Article
5 min read
Streamline call centre BPO management with data-driven WFM
As support teams brace for an economic downturn, many are leaning on customer service outsourcing to cut costs.
Article
4 min read
Customer service agents finally get the recognition they deserve
It’s been another year of high stress and raised customer expectations. That’s why this Customer Service Week is a great time to give your support teams a high five for a job well done.
Article
4 min read
How to help remote agents avoid burnout
Learn how to avoid remote agent burnout and how to nurture your team's well-being and connectedness.
Article
12 min read
The ultimate guide to customer segmentation for support teams
Customer segmentation isn’t just for marketing and product teams. Here’s how to put segmentation to work for your support team.
Article
3 min read
What is an agent touch?
Whether it’s to inform your sales or marketing teams, it’s likely that you’ve done lots of…
Guides and ebooks
6 min read
When do Zendesk automations run?
Automations are a tool within the Zendesk platform that can be used to change ticket properties…
.jpg)
.jpg)
Article
5 min read
Proactive service: A problem isn’t a problem if you can fix it before it happens
If you really want to get to know your customers – their deepest desires, their pain…
Article
7 min read
Using case swarming to resolve customer issues
With customers demanding more from businesses in terms of customer service and accessibility, it’s never been…
Article
7 min read
What is user adoption and how to achieve it
When your organisation decides to implement a new product, software or tool for employees or customers…
Article
5 min read
Why Customers Stop Using Your Services And How To Prevent It
Securing customer loyalty and attracting new clients is vital to every successful business. But the balance…
Article
6 min read
New customer challenges in a post-pandemic world
Depending on which side of the coin you’re on, you might think that change can be…
Subscribe to the blog
The best source of information for customer service, sales tips, guides and industry best practice. Join us.