Agent tips
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Article
6 min read
Top 11 call center skills every agent needs (soft skills + hard skills)
Need to hire agents to work the phones? Here are some tips for hiring candidates with the right call center skills.
Article
6 min read
How to spot a phishing attack
Phishing emails often appear normal, but it’s easy to identify warning signs if you know where to look
Article
4 min read
The 5 most important customer service techniques
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
Article
4 min read
The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
Article
4 min read
How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Article
4 min read
Don't be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Article
14 min read
Call center scripts: Script openings, best practices, and template
Consistently deliver excellent customer service experiences by using carefully written call center scripts.
Article
6 min read
More than just a rep—the modern customer service job
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Article
4 min read
Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
Article
3 min read
Customer experience is a team sport
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
Article
5 min read
7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
Article
3 min read
How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
Article
6 min read
How to collaborate across teams to scale customer support
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question
Article
10 min read
11 customer service response templates to improve workflow
Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.
Article
4 min read
Customer service BPO: What is it + do you need it?
Customer service BPOs can help you reach your support goals. Learn what they are and how to determine if they are right for your organization.
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