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 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
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
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
Article Change management communications: 6-step guide
Learn how to communicate effectively and empathetically during times of organizational change
Article Call center etiquette for support agents
Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.
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
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.
Article 4 basic 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
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.
Article Metrics & KPIs for measuring change management, according to 2 change leaders
Your guide to change management metrics and KPIs.
Article Make a change management plan: the expert’s guide to how and why
Learn why change management matters to employee morale and successful business changes