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Agent tips


Agent scheduling: Benefits + best practices

Effective agent scheduling can help optimize operations and improve the customer and employee experience. Learn the benefits and best practices in our guide.

Latest stories

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4 min read

AI is transforming the role of CX agents—see what they expect and when

Learn what 600 CX leaders and agents predict the future of their industry will look like leaning into AI over the next few years.

Article
3 min read

Zendesk acquires Tymeshift, bringing AI-powered workforce management to customers

The acquisition furthers the company’s commitment to offer innovative omnichannel and AI capabilities powering exceptional customer experiences.

Article
6 min read

How AI is boosting agent intelligence—and evolving the CX team

Agents and AI must work hand in hand to deliver the kinds of experiences that keep customers coming back.

Article
9 min read

5 banking customer experience trends to consider for 2024

Banks that consistently optimize the customer experience grow faster. Here are trends and best practices to help guide your CX strategy—and drive customer relationships that last.

Article
4 min read

8 alternatives and synonyms for “happy to help”

Customers want to hear genuine expressions from customer service reps. Here are some better expressions to use than “happy to help” when delivering customer support.

Article
6 min read

What is agent experience? (+ why it's good for customers, too)

Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer?…

Article
16 min read

What is customer service?

Customer service is the support you offer your customers from the moment they first contact your business to the months and years afterward.

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