As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush

Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time

Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how

As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport

If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.

As your support teams grow, here are some tips on how to optimize operations at scale

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

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well

See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk

Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.

Preparing agents and triaging tickets are especially important when it comes to structuring product support

Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace

Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.

Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction

As with any profession, a customer support career path can movie in many different directions

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.