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How to spot a phishing attack
Phishing emails often appear normal, but it’s easy to identify warning signs if you know where to look
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Article The 5 most important customer service techniques
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
Article The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
Article How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Article Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Article More than just a rep—the modern customer service job
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Article Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
Article Customer experience is a team sport
As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport
Article 7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real…