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
6 min read
15 customer service videos worth watching
Explore a list of the most current customer service videos, including TED talks, training tips, tutorials and CX thought leadership.
Article
8 min read
How to measure customer satisfaction: advice from industry leaders
Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.
Article
7 min read
Scaling your support team: 7 common questions answered
Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…
Article
7 min read
Through the CIO lens: 5 important CX trends for 2020
Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.
Article
6 min read
Content management v. knowledge management
The real differences between content management and knowledge management – spoiler alert – scaling businesses need both
Article
7 min read
The knowledge management system in practice
A knowledge management system helps people find, contribute to or benefit from a company's institutional knowledge.
Article
11 min read
How to start a call centre (without breaking the bank)
What is a call centre? Put simply, it’s a team of customer service agents that responds to incoming calls concerning customers’ problems. Here’s how to start one.
Article
5 min read
Inbound vs outbound call centres: What's the difference?
Learn what makes an inbound call centre different from an outbound call centre and how they can benefit your business
Article
7 min read
The top call centre tips for beginners or experts
Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.
Article
6 min read
How to choose the best CRM for your business requirements
Here are some tips on how to find a CRM platform that serves your requirements and elevates your customer experience
Whitepaper
1 min read
Meeting the advanced challenges of modern CX
For large organisations, meeting customer expectations at scale is complicated. And doing so today looks entirely…
Article
3 min read
Helping to prepare your team: Getting the most from Zendesk
We have compiled a list of product features and ideas to help your team continue to work effectively from home
Article
24 min read
2023 customer service training guide + templates and resources
Prepare your team to deliver great customer experiences with these customer service training ideas.
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