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Article
2 min read

Play nicely in the ticket queue using the Play button or Guided mode

Optimizing ticket workflow is top of mind for any customer service manager and becomes especially important…

Article
14 min read

Dare to choose empathy

Brands who dare to be empathetic and some of the most successful and inspiring. Don't have…

Article
6 min read

Be more persuasive by presenting like a creative

We can't all be like Don Draper from Mad Men. So Michael Griffith offers up persuasive…

Article
6 min read

6 steps for measuring self-service success

When I started as the Technical Documentation Manager at RJMetrics, my main focus was to get…

Article
4 min read

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…

Article
5 min read

Love it or loathe it: a career change may be coming

Many people find themselves in a career that does not meet their expectations. A simple "Loved…

Article
1 min read

Bright Ideas: Customer Stories

On the surface, business seems like nothing more than a series of transactions. But underneath business…

Article
5 min read

Tip of the week: Use the 3 Rs to identify when and how to say "No" in customer service

In this Zendesk tip of the week, we cover times when "No" is the right answer…

Article
6 min read

Entry level syndrome and the participation trophy generation

Entry level syndrome is just one symptom of a monumental shift in workplace culture. Millennials now…

Article
5 min read

"Tell me your story"—communicating with remote employees

Communicating with remote employees takes special effort. Read on for a few tips from companies who…

Article
1 min read

Community Tip: Set up Zendesk ticket threshold notifications for email and Slack

Notifications are incredibly helpful and can offer instant business insight, but everyone knows they quickly become…

Article
2 min read

Won’t you be my neighbor? Gentrification and corporate social responsibility.

Companies change neighborhoods. Companies with good corporate social responsibility change them for good.

Article
1 min read

Predicting customer satisfaction helps prioritize interactions and prevent churn

This report by Ovum, an independent research and advisory firm, features Zendesk’s new Satisfaction Prediction tool.…

Article
4 min read

5 times virtual digital assistants should take the lead with customers

Siri, Cortana, and other personal assistants have permeated our lives; every day we depend on them…

Article
4 min read

10 new Zendesk integrations for a jumpstart on better customer service

We need leap years to keep our calendars in sync. In addition to a little extra…

Article
5 min read

The do’s and dont’s of connecting on LinkedIn

Social media has changed the way we network and apply for jobs. Connecting on LinkedIn the…

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