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.
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Article How CX Leaders Who Raise Their Game Are Driving Business Success
Zendesk partnered with ESG Research to build a framework around CX maturity. Find out how the leaders are driving CX success.
Article How CX Leaders Who Raise Their Game Are Driving Business Success
Zendesk partnered with ESG Research to build a framework around SMB CX maturity and CX success. Download the complete report.
Article Best practice for Champions of CX
ESG Research pinpoints where companies are elevating their CX game – and where they’re falling behind.
Article Customer experience management advice from the pros
Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the…
Article Addressing customer experience from the CIO perspective
For IT leaders, customer experience was already a hot topic, but the pandemic has amplified the…
Article Customer experience: 5 simple strategies that bring immediate improvement
Experts share the CX strategies that make a real difference.
Article A guide to customer service reports
Discover the reports that help you better understand and improve the customer experience.
Article Why customer courtesy matters (and eight tips for how to nail it)
Find out why compassionate customer service matters and what it can do for your business.
Guide Are you set up to deliver exceptional customer experience?
Are you set up to deliver the modern CX your customers demand? This guide will walk you through Zendesk's four key ingredients for support success.
Article Understanding call center burnout
Call center employees face unique challenges that can often lead to burnout. Understanding why can help fix bigger problems down the road.
Article Transformation in the money transfer industry: The impact of customer expectations
Over the last ten years the money transfer industry has seen dramatic change. A decade ago,…
Article How to anticipate your customer needs and solve them
What are customer needs, and how can your business solve for and anticipate them?
Article How to start a virtual call centre that provides excellent customer service
Learn the best way to set up and manage a remote customer service team.
Article Why you need a customer success manager
Does your company have a customer success manager? If not, you’re missing out. Here's how this role can help your organisation.
Article What is call listening and how to it can improve your call centre’s performance
Call listening can help improve your customer service team's performance. Here's what you need to know.
Article CCaas: The definitive guide to contact centre as a service (+ the five best providers)
It's time to drop your dated call centre technology. Learn how a CCaaS solution helps you connect with customers across all channels.
Article What is an enterprise help desk and how does it benefit your team?
Here are the tools that you'll need to meet your customers’ expectations, at scale.
Seven strategies to win back your customers’ trust after your brand’s reputation has been damaged
Every company experiences a PR crisis. It's what you do afterwards that determines the effect on your business.
Call centre skills: A comprehensive guide for hiring managers and candidates
Need to employ agents to work the phones? Here are some tips for employing candidates with the right call centre skills.
Article Proven ways to deal with high call volume
High call volume can overwhelm representatives and harm the customer experience. But support managers have a host of ways they can manage and deflect inbound calls.