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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How to build your call center resume skills (+5 free resume templates) Article

How to build your call center resume skills (+5 free resume templates)

With these resources, you'll have new call center resume skills to create a polished, well-formatted resume that stands out from the competition

Inbound vs. outbound call centers: What’s the difference? Article

Inbound vs. outbound call centers: What’s the difference?

Learn what makes an inbound call center and outbound call center different, and how they can benefit your business

Communicating change: 6 steps to success Article

Communicating change: 6 steps to success

Learn how to communicate effectively and empathetically during times of organizational change

Call center etiquette for support agents Article

Call center etiquette for support agents

Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.

Cultivating a culture of customer connection: A CX Moment with Slack’s Ali Rayl Article

Cultivating a culture of customer connection: A CX Moment with Slack’s Ali Rayl

Zendesk chats with Slack's VP of Customer Experience Ali Rayl on best practices for connecting with customers during a crisis

5 steps to reducing friction in customer support Article

5 steps to reducing friction in customer support

The customer journey doesn't have to be complicated. Zendesk and BrainSell share a mutual passion for frictionless customer support experiences, and these 5 actionable steps can help your organization create better experiences for your customers.

3 principles of change management for successful organizational change Article

3 principles of change management for successful organizational change

Learn a few guiding principles of change management, so you can implement change faster and with less disruption

What is change management? Article

What is change management?

Change management is the process and tools a company can use to prepare individuals for organizational change. Learn how to make changes stick and succeed.

Measuring change management success, according to 2 change leaders Article

Measuring change management success, according to 2 change leaders

Measuring change management effectiveness starts with evaluating how a change impacts the people in your organization—your internal customers

Why your business needs a change management plan Article

Why your business needs a change management plan

Learn why change management matters to employee morale and successful business changes

The change management process: 7 tips for success Article

The change management process: 7 tips for success

Change is hard. The goal is to support, equip, and prepare your employees for change so you don’t have to expose your customers to what’s happening behind the scenes

Helping to prepare your team: Getting the most from Zendesk Article

Helping to prepare your team: Getting the most from Zendesk

We've compiled a list of our product features and ideas to help your team continue to work effectively from home

Better customer experiences with omnichannel engagement White Paper

Better customer experiences with omnichannel engagement

Designing a support experience that enables you to have natural conversations with your customers regardless of…

Fullscript’s best practices for scaling support operations Article

Fullscript’s best practices for scaling support operations

When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents

12 big reasons why customer service training is important Article

12 big reasons why customer service training is important

Customer service training is the training customer service agents learn to improve performance and increase customer satisfaction.

Building and managing a virtual support team Article

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…

3 ways to make AI practical and accessible in CX Article

3 ways to make AI practical and accessible in CX

Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it

6 productivity tips for customer support agents Article

6 productivity tips for customer support agents

Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency

3 best practices to cultivate loyalty in customer service Article

3 best practices to cultivate loyalty in customer service

There are actionable ways to drive loyalty through your customer support. And loyalty really matters

Nailed it: Customer service quotes to get you motivated Article

Nailed it: Customer service quotes to get you motivated

We collected some customer service quotes to look to when the going gets tough