Employee experience

Make your employee experience more seamless, collaborative, and productive, no matter where your employees are working from.

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Metrics & KPIs for measuring change management, according to 2 change leaders Article

Metrics & KPIs for measuring change management, according to 2 change leaders

Your guide to change management metrics and KPIs.

Make a change management plan: the expert’s guide to how and why 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

7 steps of a successful change management process 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

Best practices for mastering change management Article

Best practices for 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

Employees are customers, too: why building a better internal help desk matters 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

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.

Slack kills at onboarding customers: Here’s how 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.

Conduct an agent satisfaction survey 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

Top 3 complaints from customer support agents 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…

Gartner disrupts the traditional analyst model with new FrontRunner Help Desk quadrant 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…

Community Tip: How to improve feedback loops with automated peer reviews 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…

Scaling HR operations with a help desk Article

Scaling HR operations with a help desk

Implementing a Human Resources Information System (HRIS) is one of the primary investments any HR operations…

When employees are happy, business booms Article

When employees are happy, business booms

Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but…

How to “Bee Better”, one pair of socks at a time 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…

How retail employee satisfaction affects the bottom line 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…

How to provide feedback to mentees that doesn’t sound like criticism 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…

TLDR: Zendesk adopting generous & equal parental leave benefits 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…

Improve employee productivity with flextime Article

Improve employee productivity with flextime

Flextime was originally developed to deal with problems caused by transit times during peak hour and…

Helping HR create strong relationships Article

Helping HR create strong relationships

Good customer service applies to any department, and it encourages the kind of interactions that help…

Simplified IT service management, part 4 Article

Simplified IT service management, part 4

I went through my years in IT support never knowing the difference between incidents and problems.…