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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Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…
As with any profession, a customer support career path can movie in many different directions
If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce
See how Slack – one of the world’s most popular collaboration hubs – uses Zendesk internally…
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
As your agents continue to grow their expertise, how can you make sure that knowledge benefits…
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
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 optimize a knowledge base for internal use.
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…
Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems
Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.
Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.
If you’ve recently purchased a gift for a wedding, chances are you used Zola, a wedding…