Leadership

How to mentor and mentee

When it comes to mentoring, there are two key roles: the mentor and the mentee. Mentoring…

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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.

Leading a startup during a pandemic: five lessons from five founders Article

Leading a startup during a pandemic: five lessons from five founders

Starting up during a pandemic? Not easy, but these founders are making it work. Find out what they said about CX, growth and empathy.

8 cognitive biases that affect how you manage your team Article

8 cognitive biases that affect how you manage your team

Managers are expected to make split-second decisions, day in and day out, tracking who is working…

Cultivate community for a better customer experience Article

Cultivate community for a better customer experience

A robust user community is a powerful combination of support, social networking, and communications that streamlines the customer experience across the board. Here’s how it can start driving results immediately.

Yesterday’s extraordinary is today’s ordinary Article

Yesterday’s extraordinary is today’s ordinary

Every business needs to consider how to continuously deliver better customer experiences that can compete with…

Mastering change management Article

Mastering change management

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

‘Many to many’—providing richer, scalable customer support in the Zendesk Community Guide

‘Many to many’—providing richer, scalable customer support in the Zendesk Community

An active user community is a great way for users to connect with one another, share ideas, and get answers to questions. Here's how the Zendesk Community improved and enhanced our customers' 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.