Agent tips

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Revitalize your customer service with rotating roles Article

Revitalize your customer service with rotating roles

In the world of customer service, keeping things fresh and exciting for your agents is no…

All for one, and one for all: Help agents work more productively, together Article

All for one, and one for all: Help agents work more productively, together

Sometimes it really does take a village. When it comes to tackling customer support challenges, this…

Streamlining your workload: efficiency tips for small businesses Article

Streamlining your workload: efficiency tips for small businesses

It's not uncommon for businesses to outsource the management of their IT infrastructure to managed service…

5 ways to add meaning to your customer data Article

5 ways to add meaning to your customer data

You have a lot of customer data in your Zendesk...so now what? Unless you know how…

Community tip: using invisible ink in support emails Article

Community tip: using invisible ink in support emails

The latest community tip shows you how to create hidden text using a mix of custom…

The benefits of a virtual team are real Article

The benefits of a virtual team are real

To go virtual, or not to go virtual. Is that the question? Should it be? It…

Community tip: find your repeat customers Article

Community tip: find your repeat customers

I am sure we all have experienced the anxious customer. The one that emails you a…

Ask the right questions: conducting a customer service job interview Article

Ask the right questions: conducting a customer service job interview

While an interview provides a great opportunity to learn about a customer service job candidate’s skills…

Use your phone for more than pictures of lunch: tips for screening job candidates Article

Use your phone for more than pictures of lunch: tips for screening job candidates

It’s hard to get to know someone in one 15-20 minute phone call. Yet, as the…

CSM Spotlight: how Zendesk uses Zendesk for support Article

CSM Spotlight: how Zendesk uses Zendesk for support

Here at Zendesk, we naturally have more experience using the Zendesk application to run our customer…

The customer service resume checklist Article

The customer service resume checklist

Finding the right customer service talent is no simple task. As part of our series, How…

4 ways to stop making things so hard for your customers Article

4 ways to stop making things so hard for your customers

It starts with a pause. Then, with a tremor, the support agent utters the most traumatizing…

Maintain accountability with one simple move Article

Maintain accountability with one simple move

One of the realities of working for a company that genuinely cares about customer service is…

Everything you need to know about customer service cover letters Article

Everything you need to know about customer service cover letters

It is becoming increasingly common for customer service hiring managers to focus less on cover letters…

Transparency through open communication Article

Transparency through open communication

Transparency within your support team, from executive management to the front lines, is paramount to your…

How to write a customer service job description Article

How to write a customer service job description

Sometimes sitting down to write a job description can feel like a monumental task

Interview prep: 10 questions for hiring great customer support reps Article

Interview prep: 10 questions for hiring great customer support reps

Whether you're interviewing candidates or you're a customer service job seeker hoping to nail your interview,…

How to build an amazing support team Article

How to build an amazing support team

Customer service matters. It affects your bottom line and how your brand is perceived by the…

Tip of the week: solving the unsolved ticket mystery Article

Tip of the week: solving the unsolved ticket mystery

The Backlog Evolution report is a great way of seeing how your Zendesk is handling your…

Do you really need a technical writer? Article

Do you really need a technical writer?

You may already know you need a great knowledge base, but who'’s going to take responsibility…