Customer service 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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Omnichannel vs. the other way Article

Omnichannel vs. the other way

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

Start your omnichannel journey the right way Article

Start your omnichannel journey the right way

Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely

What to consider before you offer global support training Article

What to consider before you offer global support training

Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions

Zoom + Zendesk: the benefits of video for remote support Article

Zoom + Zendesk: the benefits of video for remote support

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service

Stairway to success: How to grow in your support role Article

Stairway to success: How to grow in your support role

Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.

Skills-based routing: Route your way to success Article

Skills-based routing: Route your way to success

Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them

Take a customer-facing approach to your internal knowledge base 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.

How to create raving fans with legendary customer service Article

How to create raving fans with legendary customer service

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…

International relations 101: The keys to multilingual support success Article

International relations 101: The keys to multilingual support success

Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.

Be ready for anything: support forecasting and scheduling Article

Be ready for anything: support forecasting and scheduling

Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.

10 customer experience KPIs Article

10 customer experience KPIs

It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.

Knowledge management best practices Article

Knowledge management best practices

Read on for the highlights and stay for the best practices

24/7 Support without 24/7 staff Article

24/7 Support without 24/7 staff

Demand for 24/7 support is almost certainly going to come as your business grows

What are your most important customer service objectives? Article

What are your most important customer service objectives?

We asked some customer experience experts to provide examples of important customer service objectives.

The four C’s of cherry-picking Article

The four C’s of cherry-picking

With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on

How an omnichannel customer experience contact center works Article

How an omnichannel customer experience contact center works

An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.

Knowledge management cultivates high-performing teams Article

Knowledge management cultivates high-performing teams

The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource

Time to build a support operations team Article

Time to build a support operations team

It might be difficult to determine how and when to add a support operations team. Learn how we did it.

Happier agents go with the flow Article

Happier agents go with the flow

Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.

Everyone is an SME in the self-service economy Article

Everyone is an SME in the self-service economy

The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.