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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White Paper How SMB CX Leaders Who Raise Their Game Are Driving Business Success
Zendesk partnered with ESG Research to build a framework around SMB CX maturity and CX success. Download the complete report.
White Paper How CX Leaders Who Raise Their Game Are Driving Business Success
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the leaders are driving CX success.
Article Customer experience management advice from the pros
Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the…
Article Addressing customer experience from the CIO perspective
For IT leaders, customer experience was already a hot topic, but the pandemic has amplified the…
Article 9 customer service gifs that explain a day in the life of a support agent
Customer service representatives do not get enough credit. See here for funny customer service gifs that explain life in a support job.
Article What is customer obsession? How to become customer obsessed
We’ve all heard the stories of companies going above and beyond to provide their customers with…
Article Why customer courtesy matters (and 8 tips on how to nail it)
Find out why compassionate customer service matters, and what it can do for your business.
Article What is customer-facing? Everything you need to know about customer-facing roles
Learn about customer-facing roles, what kind of people do well in them, and how to improve your own customer-facing skills.
Article Startup Central — The human guide to leading remote teams
WFH is here to stay. In this guide, we talk to startup leaders about how they're facilitating productive, human collaboration from anywhere.
Article Call center burnout: what it is and how to overcome it
Call center employees face unique challenges that can often lead to burnout. Understanding why can help fix bigger problems down the road.
Article How to start a virtual call center that provides excellent customer service
Learn the best way to set up and manage a remote customer service team.
Article What is a customer success manager and what do they do?
Does your company have a customer success manager? If not, you’re missing out. Here's how this role can help your organization.
Article What is call listening?
Call listening can help improve your customer service team's performance. Here's what you need to know.
Article What is an enterprise help desk, and how does it benefit your team?
Here are the tools you need to meet your customers’ expectations, at scale.
Article Proven ways to deal with high call volume
High call volume can overwhelm agents and harm the customer experience. But support managers have a host of ways they can manage and deflect inbound calls.
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 start a call center (without breaking the bank)
Starting a call center can be an intimidating undertaking. We've broken down the process into a few simple steps, so you'll be up and running in no time.
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 22 customer service videos for 2022
Explore a list of the most current customer service videos including TED Talks, training tips, tutorials, and CX thought leadership.