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.
Report: CX Champions of North America
Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how leaders in the United States and Canada are driving CX success.
Latest stories
Article How to set SMART goals for customer service
The road to unhappy customers is paved with vague intentions. Okay, so that’s not precisely how…
White Paper The ROI of CX transformation
This report from Forrester gives CX and IT leaders the tools they need to calculate the benefits, costs, and ROI of an enterprise-wide CX transformation.
White Paper Gartner’s predictions for 2021: CRM customer service and support
As your approach to customer service matures, the complexity of your customers’ issues increases.
White Paper Report: Over the Top (OTT) Support
Video streaming services are more popular than ever. Here's what OTT companies can do to rise above the noise.
Article How knowledge centered service benefits customer support teams
What is knowledge centered support, and why is it so important? Learn why a strategic effort to build KCS will make your whole business stronger
Guide How to introduce support reps to your CX strategy
When shifting your CX strategy, your support representatives are an important resource. They know your product…
Article 4 ways to build customer service enablement
Designing, developing, and deploying great customer service training is far easier said than done. But with these four steps, trainers and managers can align agents and roll out training quickly at scale.
Article A tactical guide to preventing and surviving a social media crisis
Despite being one of Chicago’s most acclaimed eateries, the gourmet restaurant Alinea was accused of tastelessness…