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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4 steps to optimize your customer service technology Infographic

4 steps to optimize your customer service technology

Implementing your technology solution is a major milestone—and just the first step in a journey. As…

How to improve agent productivity for a better CX Article

How to improve agent productivity for a better CX

As your business grows, the complexity of providing customer service grows as well. You have more…

Best practices for mastering change management Article

Best practices for mastering change management

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

How your support team can nurture your community Article

How your support team can nurture your community

As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience

Make your work flow :  5 steps to scale your support operations Guide

Make your work flow : 5 steps to scale your support operations

For growing businesses, effectively fielding every customer service inquiry becomes more and more challenging. Having the…

Don’t be afraid of change Article

Don’t be afraid of change

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

8 call center management best practices Article

8 call center management best practices

Learn how to manage a call center efficiently using workforce optimization techniques, scheduling, and call center technology

6 call center script best practices Article

6 call center script best practices

The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.

Knowledge management maturity: Tips for leveling up Article

Knowledge management maturity: Tips for leveling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

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Help customers help themselves with AI

With the variety of ways that customers reach out for support—like via email, calling over the…

More than just a rep—the modern customer service job Article

More than just a rep—the modern customer service job

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

Why support advocates should never fear the banana Article

Why support advocates should never fear the banana

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

From content manager to cross-functional collaborator Article

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Your guide to the wonder years of knowledge management Infographic

Your guide to the wonder years of knowledge management

Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…

The many roles of a customer service executive Article

The many roles of a customer service executive

Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management

7 ways to improve your agent capacity Article

7 ways to improve your agent capacity

If your agents are constantly switching between channels and unable to communicate and collaborate in real…

How to make your workflow flow Article

How to make your workflow flow

As your support teams grow, here are some tips on how to optimize operations at scale

How to collaborate across teams to scale customer support Article

How to collaborate across teams to scale customer support

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

How to keep that personal touch as your company grows Article

How to keep that personal touch as your company grows

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

The path to a better customer service workflow Article

The path to a better customer service workflow

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.