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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How CX Leaders Who Raise Their Game Are Driving Business Success 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.

How CX Leaders Who Raise Their Game Are Driving Business 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.

Best practice for Champions of CX Article

Best practice for Champions of CX

ESG Research pinpoints where companies are elevating their CX game – and where they’re falling behind.

Customer experience management advice from the pros 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…

Addressing customer experience from the CIO perspective Article

Addressing customer experience from the CIO perspective

For IT leaders, customer experience was already a hot topic, but the pandemic has amplified the…

Customer experience: 5 simple strategies that bring immediate improvement Article

Customer experience: 5 simple strategies that bring immediate improvement

Experts share the CX strategies that make a real difference.

A guide to customer service reports Article

A guide to customer service reports

Discover the reports that help you better understand and improve the customer experience.

Why customer courtesy matters (and eight tips for how to nail it) 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.

Are you set up to deliver exceptional customer experience? 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.

Understanding call center burnout 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.

Transformation in the money transfer industry: The impact of customer expectations 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,…

How to anticipate your customer needs and solve them Article

How to anticipate your customer needs and solve them

What are customer needs, and how can your business solve for and anticipate them?

How to start a virtual call centre that provides excellent customer service 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.

Why you need a customer success manager 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.

What is call listening and how to it can improve your call centre’s performance 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.

CCaas: The definitive guide to contact centre as a service (+ the five best providers) 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.

What is an enterprise help desk and how does it benefit your team? 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

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

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.

Proven ways to deal with high call volume 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.