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
9 min read
A guide to customer service reports
Discover the reports that help you better understand and improve the customer experience.
Article
10 min read
IVR: Interactive Voice Response definition, benefits and steps
IVR technology can be a game changer for call centres. Discover what an IVR system is and how it improves phone support.
Article
7 min read
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.
Guides and ebooks
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
8 min read
Why a contact centre will improve your customer service (and your bottom line)
Establish a flexible, dynamic contact center to drive customer loyalty and improve agent efficiency.
Article
1 min read
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
4 min read
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
9 min read
How to anticipate your customer needs and solve them
What are customer needs, and how can your business solve for and anticipate them?
Article
8 min read
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
8 min read
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
7 min read
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
7 min read
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
7 min read
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.
Article
6 min read
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.
Article
10 min read
Customer success interview questions: 30 Examples you should ask every candidate
To build the team of your dreams, ask these customer success interview questions.
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