Employee experience

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Slack kills at onboarding customers: Here’s how Article

Slack kills at onboarding customers: Here’s how

How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.

Conduct an agent satisfaction survey Article

Conduct an agent satisfaction survey

Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business

Improve the agent experience for happier customers Article

Improve the agent experience for happier customers

In contrast to the big picture challenges of hiring and training agents, agent experience includes everything…

Top 3 complaints from customer support agents Article

Top 3 complaints from customer support agents

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found…

Gartner disrupts the traditional analyst model with new FrontRunner Help Desk quadrant Article

Gartner disrupts the traditional analyst model with new FrontRunner Help Desk quadrant

I recently attended a Gartner event in Las Vegas. It was designed to support the business…

Community Tip: How to improve feedback loops with automated peer reviews Article

Community Tip: How to improve feedback loops with automated peer reviews

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google…

HR Tech week recap: Why we need to shift the HR mindset Article

HR Tech week recap: Why we need to shift the HR mindset

The focus at HR Technology’s annual conference and expo, held last week in Chicago, focused on…

Scaling HR operations with a help desk Article

Scaling HR operations with a help desk

Implementing a Human Resources Information System (HRIS) is one of the primary investments any HR operations…

When employees are happy, business booms Article

When employees are happy, business booms

Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but…

How to “Bee Better”, one pair of socks at a time Article

How to “Bee Better”, one pair of socks at a time

Great products are often born to fill a need in the market, but the Bombas story…

How retail employee satisfaction affects the bottom line Article

How retail employee satisfaction affects the bottom line

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one…

How to provide feedback to mentees that doesn’t sound like criticism Article

How to provide feedback to mentees that doesn’t sound like criticism

Meet Benjamin, a veteran Tier 1 advocate working from Zendesk’s Madison, Wisconsin office. When he joined…

TLDR: Zendesk adopting generous & equal parental leave benefits Article

TLDR: Zendesk adopting generous & equal parental leave benefits

As noted elsewhere, the state of parental leave in the U.S. supremely sucks. We’re still one…

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…

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…

Helping IT make connections Article

Helping IT make connections

We all have customers, and we're all customers

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…

Better customer engagement with Survey Monkey, MailChimp, and Zendesk Article

Better customer engagement with Survey Monkey, MailChimp, and Zendesk

Zendesk is traditionally used as a tool to collect and manage customer conversations, for communicating with…

Simplified IT service management, part 4 Article

Simplified IT service management, part 4

I went through my years in IT support never knowing the difference between incidents and problems.…