Team management

Guide

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an on-site team. Complete trust and…

Latest stories

Engaged employees and collaboration: how internal help desks help Whitepaper

Engaged employees and collaboration: how internal help desks help

Employee expectations are rising in tandem with customer expectations. Your employees expect the same kind of…

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

Your guide to the wonder years of knowledge management Infographic

Your guide to the wonder years of knowledge management

Welcome Smooch to the Zendesk family. We’re excited to see our customers build messaging experiences that will exceed their own customers' expectations.

Why AI will transform how customer service teams work Article

Why AI will transform how customer service teams work

Visionaries in the field of artificial intelligence in customer service see radical changes on the horizon, with a tipping point lying just a few years in the future

Employee experience: How consumer expectations are shaping the workplace Article

Employee experience: How consumer expectations are shaping the workplace

The ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter—has created an expectation among consumers that service be seamless and omnichannel

How to structure your customer support organisation Guide

How to structure your customer support organisation

What does a successful customer support team look and feel like? How can companies deliver good…

Team up on self-service with Team Publishing Article

Team up on self-service with Team Publishing

The key to a great self-service experience for your customers is having great content.

Onboarding a business process outsourcer? Follow the four “Ts” Article

Onboarding a business process outsourcer? Follow the four “Ts”

Let’s say you need more customer support reps.