Leadership

Latest stories Page 2

8 Customer service baselines Article

8 Customer service baselines

Setting customer service baselines and then hitting them is essential for not only delivering on your goal of providing great customer service, but also for evaluating how the support team is

Reduce customer effort with great service Article

Reduce customer effort with great service

Customer effort reduction is in the spotlight now, as you well know, and we’re all spending plenty of time sorting out what it all means for how we design our products and processes and how we

How’s your first reply time? Not fast enough. Article

How’s your first reply time? Not fast enough.

When it comes to first reply time (FRT) and its affect on customer satisfaction, faster is better.

Sales and support: Collaborating to increase growth Article

Sales and support: Collaborating to increase growth

This is the third post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business objectives

Relate Live: Transform your team, tech, and CX Article

Relate Live: Transform your team, tech, and CX

This October, Zendesk’s global conference, Relate Live, is heading to New York City.

Save the day with a churn survey Article

Save the day with a churn survey

“It’s not you, it’s me.

Sales and support: acquiring customers Article

Sales and support: acquiring customers

Editor’s Note: This is the first post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business

Prepare for the future with these 4 CX strategies Article

Prepare for the future with these 4 CX strategies

Customer experience is on the precipice of rapid change.

Untapped: the ROI of customer service Article

Untapped: the ROI of customer service

If you manage a customer support center, you know your team is capable of great things.

Transforming your customer service in 4 steps Article

Transforming your customer service in 4 steps

What are the keys to transforming your customer service operation?

What’s the difference between machine learning and deep learning? Article

What’s the difference between machine learning and deep learning?

Understanding how today's AI works might seem overwhelming, but it really boils down to two concepts: machine learning and deep learning

How to make room in agents’ schedules to lend a hand Article

How to make room in agents’ schedules to lend a hand

It can be hard enough to manage regular and vacation schedules against queue volume, let alone work in additional time for volunteering or team-building activities