Employee experience
Make your employee experience more seamless, collaborative, and productive, no matter where your employees are working from.
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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
Article 7 steps of a successful change management process
Change is hard. The goal is to support, equip, and prepare your employees for change so you don’t have to expose your customers to what’s happening behind the scenes
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
Article Employees are customers, too: why building a better internal help desk matters
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
Article Take a customer-facing approach to your internal knowledge base
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.
Article Slack kills at onboarding customers: Here’s how
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
Article Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
Article Top 3 complaints from customer support agents
We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found…
Article Gartner disrupts the traditional analyst model with new FrontRunner Help Desk quadrant
I recently attended a Gartner event in Las Vegas. It was designed to support the business…
Article Community Tip: How to improve feedback loops with automated peer reviews
Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google…
Article Scaling HR operations with a help desk
Implementing a Human Resources Information System (HRIS) is one of the primary investments any HR operations…
Article When employees are happy, business booms
Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but…
Article How to “Bee Better”, one pair of socks at a time
Great products are often born to fill a need in the market, but the Bombas story…
Article How retail employee satisfaction affects the bottom line
At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one…
Article How to provide feedback to mentees that doesn’t sound like criticism
Meet Benjamin, a veteran Tier 1 advocate working from Zendesk’s Madison, Wisconsin office. When he joined…
Article TLDR: Zendesk adopting generous & equal parental leave benefits
As noted elsewhere, the state of parental leave in the U.S. supremely sucks. We’re still one…
Article Improve employee productivity with flextime
Flextime was originally developed to deal with problems caused by transit times during peak hour and…
Article Helping HR create strong relationships
Good customer service applies to any department, and it encourages the kind of interactions that help…
Article Simplified IT service management, part 4
I went through my years in IT support never knowing the difference between incidents and problems.…