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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30 customer success interview questions you should ask every candidate Article

30 customer success interview questions you should ask every candidate

To build the team of your dreams, ask these customer success interview questions.

How to successfully onboard a remote customer support team 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.

How a ticketing tool helps SMBs scale with growth 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…

18 customer service videos to improve your customer service skills 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.

7 tips for excellent customer service 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.

How to measure customer satisfaction: advice from industry leaders 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.

Customer orientation guide: definition, examples & 5 steps to become customer-oriented 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.

Scaling your support team: 7 common questions, answered 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…

Work smarter: Live chat best practices Article

Work smarter: Live chat best practices

As with any communication channel, there’s a right way and a less effective way to offer…

Customer service definition and skills for 2021 and beyond 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

3 tips on how to improve your IT service desk 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

5 skills that make your customer service resume stand out Article

5 skills that make your customer service resume stand out

Top things hiring managers look for in a customer service resume

Content management vs knowledge management Article

Content management vs knowledge management

Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do.

The knowledge management system in practice Article

The knowledge management system in practice

A knowledge management system helps people find, contribute to, or benefit from a company's institutional knowledge.

Zendesk is FedRAMP authorized 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

How to start a call center (without breaking the bank) 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.

6 call center training tips for building an exceptional team of agents 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

How to navigate the lasting impacts of COVID-19 on customer support 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…

6 essential skills for successful change management 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

Organizational change management: 8 proven models to help navigate change Article

Organizational change management: 8 proven models to help navigate change

8 top change management models and change management definitions