Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

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.

Company growth yields many opportunities and challenges.

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.

When we started our corporate social responsibility (CSR) journey seven years ago, we were small and scrappy: approximately 60 employees.

By measuring key customer support metrics alongside and against each other, support leaders get a full view into the customer experience

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.

A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

Zendesk isn’t just a ticketing solution.

You know your dashboard.

When your customer service team is staffed with empowered, satisfied agents, your company stands to gain across the board.

Satisfied employees are good for business.

Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced

Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment

No matter the type of business, customer service agents are very often the first people customers and prospects speak with