Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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Tip of the week: tips on Zendesk Voice from Zendesk Support Article

Tip of the week: tips on Zendesk Voice from Zendesk Support

At Zendesk Support, we use Zendesk Voice to take inbound support calls and make outbound calls…

Why employee retention matters Article

Why employee retention matters

Want to develop lasting relationships with your customers? Think about how to develop lasting relationships with…

Phone support 101: 5 training tips for new agents Article

Phone support 101: 5 training tips for new agents

Answering support calls for the first time can be nerve-wracking. Agents never know what a customer…

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…

CSM Spotlight: best practices for ticket deflection Article

CSM Spotlight: best practices for ticket deflection

We’re hosting a discussion in our forums today focused on Best Practices for Ticket Deflection and…

Happy Employees Mean Happy Customers: Creating a World-Class Internal Culture Article

Happy Employees Mean Happy Customers: Creating a World-Class Internal Culture

Most companies believe that what’s most important is training employees to provide great service. But what’s…

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…

Improve employee productivity with flextime Article

Improve employee productivity with flextime

Flextime was originally developed to deal with problems caused by transit times during peak hour and…

Helping HR create strong relationships Article

Helping HR create strong relationships

Good customer service applies to any department, and it encourages the kind of interactions that help…

How to build a winning IT strategy Article

How to build a winning IT strategy

Focus not only on numbers and ROI and costs, but on a user-centric approach

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…

How to manage your amazing customer service team Guide

How to manage your amazing customer service team

Managing a team of even the most talented customer service professionals can be difficult. While we…

Helping IT make connections Article

Helping IT make connections

We all have customers, and we're all customers

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…

Don’t let the robots win: hire people who act like people [infographic] Article

Don’t let the robots win: hire people who act like people [infographic]

When someone contacts your company with a question or issue, they don’t care if your business…

The Face of Your Company Infographic

The Face of Your Company

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…

CSM spotlight: how to provide great support through social media Article

CSM spotlight: how to provide great support through social media

Considering interacting with your customers through social networks? Today is your day! We’re hosting a discussion…

6 tips for the best online customer support Article

6 tips for the best online customer support

Customers become loyal to a brand when their needs are consistently met, they’re guided in the…

Pick up the phone! Article

Pick up the phone!

Email isn’t going anywhere. Your customers use it, and will continue to use it for the…