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Article
6 min read
How to tell someone they're wrong without pissing them off
Whether you’re a freelancer, CEO, or clocking a 9-to-5 role, we’ve all been in those meetings…
Article
2 min read
6 steps towards developing a customer support career path
As with any profession, a customer support career path can movie in many different directions
Article
6 min read
Quick, digital, and agile—do these words describe your organization? They should
Today’s most successful businesses are quick, agile, and digital. Right? Not exactly. According to a 2017…
Article
4 min read
How self-service helps Reverb hit the right notes with customers
Emphasizing strong knowledge management practices, the team at Reverb gets ahead of customers’ needs with a truly omnichannel approach to customer service.
Article
9 min read
Customer entitlement: the high price we all pay
Every year, with the help of technology and data-driven insights, companies get better and better at…
Article
2 min read
6 keys to a successful ticket escalation process
Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents
Article
6 min read
Improving the customer experience: why UX writers and customer service should team up
I was terrified the first time I filled out my taxes. Combine dense government jargon with…
Article
1 min read
Three things to keep in mind when recruiting customer service agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Article
3 min read
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
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
Article
12 min read
Harness the power of parenting at work
Returning to work for new mom Serena Williams meant hitting the tennis court for the French…
Article
8 min read
What women leaders bring to contact centers
Sarah Stealey Reed remembers a pivotal moment in her career as a contact center leader. She…
Article
8 min read
The weight of emotional labor in the workplace
Nearly a year ago, Gemma Hartley shook the Internet with her article, “Women aren’t nags—We’re just…
Article
8 min read
Our technology is only as empathetic as we are
I’ve been to SXSW Interactive six times. Maybe it’s just me, but for many years I…
Article
2 min read
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
Article
5 min read
5 benefits of using Zoom for remote customer support
Provide more in-depth and personalized remote support with Zoom and Zendesk integrations.
Article
7 min read
Growing up vs. adulting: the journey toward adulthood has changed
A few months ago, I learned about adulting—the modern term for twenty-somethings engaging in adult-like behavior.…
Article
5 min read
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.
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