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Article 8 min read

AI agents: A guide to the future of intelligent support

AI agents can understand and resolve even the most sophisticated customer issues. Learn how they can boost customer satisfaction, improve service efficiency, and drive revenue.

Editor’s picks

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Best practices

Article
1 min read

Workforce management terms: The complete A-Z glossary

Discover the key workforce management terms you need to know with our comprehensive glossary.

Article
8 min read

How to build a QA scorecard: Examples + template

A QA scorecard can help you reduce customer churn and boost agent performance. Learn why it’s important and download our scorecard template below.

Article
1 min read

How to create better employee experiences with Zendesk Marketplace apps

Discover 5 ways HR and IT teams can leverage Zendesk integrations to optimize business operations and enhance employee experiences.

Article
1 min read

Customer experience automation (CXA): Definition + examples

Customer experience automation increases customer satisfaction, boosts agent efficiency, and reduces costs.

Industries

Podcast
1 min read

Lessons from an AI success story—with XP’s Guilherme Kolberg

Hear how one of Latin America’s largest investment firms is leveraging AI to improve their customer experiences and already seeing results.

Podcast
1 min read

Humanizing support at scale—with Talkspace’s Donna Haddigan

For Talkspace’s support team, empathy isn’t a nice to have, it’s a must for each and every customer interaction.

Podcast
1 min read

Translating iconic experiences to a digital space—with Aesop’s Carine McGinnity

Luxury skincare retailer, Aesop, gained a cult following for offering deeply personal experiences—and yes, those amazing free samples—in its physical stores. Carine McGinnity explains how it’s working to rebuild those experiences online.

State of Manufacturing CX 2023

Download the State of Manufacturing CX 2023 report for actionable CX insights built for manufacturers in today’s ultra-competitive environment.

Tools and media

Podcast
1 min read

Dispatch from the frontlines of critical customer service—with the International Rescue Committee’s Andre Heller

For World Refugee Day, we sat down with the IRC's Andre Heller to learn how his team uses Zendesk to scale their global response efforts.

Article
2 min read

Customer service scorecard: How to build one + free template

A customer service scorecard can help you improve your support team’s performance and reduce customer churn. Learn how to create one and what to include.

Article
1 min read

Employee development plan: 6-step guide [free templates]

Discover the organizational impact of an employee development plan and how it can affect the employee experience. Use our free templates to get started today.

Podcast
2 min read

Early insights from our AI implementation journey—with Zendesk’s Steven Warfield

With AI transforming the world of CX, Zendesk’s VP of Customer Service shares how we’re navigating big changes for our own internal teams—and what excites him about the future.

Executive insights

Article
4 min read

Smart AI strategies for HR and IT service teams

AI can improve the employee experience in many ways, but strategic decision-making is key when navigating the evolving landscape of employee service and the future of work.

Article
3 min read

4 ways CX leaders are preparing for the future

As a new era of CX begins, here are the top four priorities for CX leaders for the next three years.

Article
5 min read

Zendesk Agents of Change program: Empowering communities with CX agent training

Zendesk Agents of Change program celebrates nearly 200 agents trained and five new partners at the start of 2024. Learn more about the unique program, the success stories, and what the future holds.

Article
4 min read

CX Trends 2024: Unlock the power of intelligent CX

Ten trends every CX leader needs to know in the era of intelligent CX, a seismic shift that will be powered by AI, automation, and data analytics.

Guides, research, and more

Nucleus Research report: Zendesk vs. Freshworks

Nucleus Research found that users prefer Zendesk vs. Freshworks due to our ease of use, adaptability and scalability, stronger analytics, and support and partnership.

White Paper
4 min read

Optimizing service efficiency: A guide to Zendesk workforce engagement solutions

Learn about Zendesk's Workforce Management (WFM) and Quality Assurance (QA) key features and how they can help improve your customer service operations.

White Paper
4 min read

Shaping the future of service operations with Zendesk’s workforce engagement management solutions

Discover how Zendesk’s workforce engagement management solutions can help organizations improve their service operations.

Latest stories

Article
1 min read

Workforce management terms: The complete A-Z glossary

Discover the key workforce management terms you need to know with our comprehensive glossary.

Podcast
1 min read

Dispatch from the frontlines of critical customer service—with the International Rescue Committee’s Andre Heller

For World Refugee Day, we sat down with the IRC's Andre Heller to learn how his team uses Zendesk to scale their global response efforts.

Article
2 min read

Customer service scorecard: How to build one + free template

A customer service scorecard can help you improve your support team’s performance and reduce customer churn. Learn how to create one and what to include.

Article
8 min read

How to build a QA scorecard: Examples + template

A QA scorecard can help you reduce customer churn and boost agent performance. Learn why it’s important and download our scorecard template below.

Article
1 min read

How to create better employee experiences with Zendesk Marketplace apps

Discover 5 ways HR and IT teams can leverage Zendesk integrations to optimize business operations and enhance employee experiences.

Article
1 min read

Employee development plan: 6-step guide [free templates]

Discover the organizational impact of an employee development plan and how it can affect the employee experience. Use our free templates to get started today.

Podcast
2 min read

Early insights from our AI implementation journey—with Zendesk’s Steven Warfield

With AI transforming the world of CX, Zendesk’s VP of Customer Service shares how we’re navigating big changes for our own internal teams—and what excites him about the future.

Subscribe to the blog

The best source of information for customer service, sales tips, guides, and industry best practices. Join us.