Team management
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
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…
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
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.
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
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
Guide How to structure your customer support organisation
What does a successful customer support team look and feel like? How can companies deliver good…
Article Team up on self-service with Team Publishing
The key to a great self-service experience for your customers is having great content.
Article Onboarding a business process outsourcer? Follow the four “Ts”
Let’s say you need more customer support reps.