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.
Growth requires change
Company growth yields many opportunities and challenges.
Take a customer-facing approach to your internal knowledge base
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.
Be a good neighbor, become a good business with CSR
When we started our corporate social responsibility (CSR) journey seven years ago, we were small and scrappy: approximately 60 employees.
The best customer support metrics to highlight your team’s performance
By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience
What you didn’t know about self-service: 5 departments that benefit, too
Self-service can have a positive impact on every department within an organization—not just your team of agents or the customers they’re working hard to serve.
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Support beyond tickets
Zendesk isn’t just a ticketing solution.
Admins are artists. Give them a better paintbrush
You know your dashboard.