Customer support 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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Article 30 customer success interview questions you should ask every candidate
To build the team of your dreams, ask these customer success interview questions.
Article How to successfully onboard a remote customer support team
Effective onboarding is essential to modern business success, but it's not always easy—especially if you're trying to onboard a remote customer support team.
Article How a ticketing tool helps SMBs scale with growth
For up-and-coming companies, seeing the business grow can be immensely fulfilling. Yet it can also be…
Article 18 customer service videos to improve your customer service skills
Explore a list of the most current customer service videos including TED Talks, training tips, tutorials, and CX thought leadership.
Article 7 tips for excellent customer service
An excellent customer experience can change the way you think about a company, and it can create real loyalty.
Article How to measure customer satisfaction: advice from industry leaders
Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.
Article Customer orientation guide: definition, examples & 5 steps to become customer-oriented
If you want customers to be loyal to you, you have to start putting them first.
Article Scaling your support team: 7 common questions, answered
Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…
Article Work smarter: Live chat best practices
As with any communication channel, there’s a right way and a less effective way to offer…
Article Customer service definition and skills for 2021 and beyond
Deconstructing customer service: what it is, why it matters, who is responsible for it, and how you can use it to build relationships
Article 3 tips on how to improve your IT service desk
Unlike a help desk, a service desk is an IT function that traditionally supports a business’s technology infrastructure. Instead of helping customers, service desks support employees
Article 5 skills that make your customer service resume stand out
Top things hiring managers look for in a customer service resume
Article Content management vs knowledge management
Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do.
Article The knowledge management system in practice
A knowledge management system helps people find, contribute to, or benefit from a company's institutional knowledge.
Article Zendesk is FedRAMP authorized
Zendesk takes security very seriously—just ask the Fortune 100 and Fortune 500 companies that trust us with their data
Article How to start a call center (without breaking the bank)
What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.
Article 6 call center training tips for building an exceptional team of agents
Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience
Article How to navigate the lasting impacts of COVID-19 on customer support
Forget what you think you know about customer support, for now. In just a few short…
Article 6 essential skills for successful change management
Managing change isn't just a normal part of business, it's a normal part of life. Here are 6 skills your team needs to navigate change successfully
Article Organizational change management: 8 proven models to help navigate change
8 top change management models and change management definitions