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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Providing great social media customer service Guide

Providing great social media customer service

What is social media customer service? Social media customer service is the practice of providing consumer…

Here’s what it takes to be a great customer service leader Article

Here’s what it takes to be a great customer service leader

Good customer service is quickly becoming a core value to companies and has never been more…

6 steps to build your service recovery program Article

6 steps to build your service recovery program

Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help

Beyond the bottom line: Building a business on customer empathy Article

Beyond the bottom line: Building a business on customer empathy

We seem to agree that a sense of customer empathy should be embedded into our day-to-day work, but turning that intention into a strategy and unified organizational vision is an essential evolution of that idea

Time to team up: Zendesk’s new partner program Article

Time to team up: Zendesk’s new partner program

Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences

The 5 most important customer service techniques Article

The 5 most important customer service techniques

Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time

The secret to a better CX: an improved agent experience Guide

The secret to a better CX: an improved agent experience

65% of customers say they expect customer service to be faster than it was 5 years…

How Homebridge scaled with Zendesk Article

How Homebridge scaled with Zendesk

As a fast-growing company, Homebridge attributes much of its success to superior customer service. Having customer…

How 8 companies deliver exceptional customer experience at scale Guide

How 8 companies deliver exceptional customer experience at scale

Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…

The 3-step process for better agent training Article

The 3-step process for better agent training

Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how

4 steps to optimize your customer service technology Infographic

4 steps to optimize your customer service technology

Implementing your technology solution is a major milestone—and just the first step in a journey. As…

How to improve agent productivity for a better CX Article

How to improve agent productivity for a better CX

As your business grows, the complexity of providing customer service grows as well. You have more…

Mastering change management Article

Mastering change management

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

How your support team can nurture your community Article

How your support team can nurture your community

As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience

Make your work flow :  5 steps to scale your support operations Guide

Make your work flow : 5 steps to scale your support operations

For growing businesses, effectively fielding every customer service inquiry becomes more and more challenging. Having the…

Don’t be afraid of change Article

Don’t be afraid of change

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

8 call center management best practices Article

8 call center management best practices

Learn how to manage a call center efficiently using workforce optimization techniques, scheduling, and call center technology

6 call center script best practices Article

6 call center script best practices

The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.

Knowledge management maturity: Tips for leveling up Article

Knowledge management maturity: Tips for leveling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

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Help customers help themselves with AI

With the variety of ways that customers reach out for support—like via email, calling over the…