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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Implementing your technology solution is a major milestone—and just the first step in a journey. As…
As your business grows, the complexity of providing customer service grows as well. You have more…
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
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
For growing businesses, effectively fielding every customer service inquiry becomes more and more challenging. Having the…
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Learn how to manage a call center efficiently using workforce optimization techniques, scheduling, and call center technology
The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.
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.
With the variety of ways that customers reach out for support—like via email, calling over the…
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
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.
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
As your support teams grow, here are some tips on how to optimize operations at scale
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
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?