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Article
12 min read

Understanding the 4 types of communication styles in the workplace

Communication differences often cause confusion and frustration. Learn how to identify and collaborate with each communication type in the workplace and with customers.

Article
27 min read

How to deal with angry customers: 17 tips, templates, and examples

Not sure what to say to calm down an angry customer? Here’s how to handle an irritated customer and ease tension across channels.

Article
11 min read

18 customer service tips to win over your customers

Support leaders seeking to meet rising customer expectations can take advantage of a customer service advice from the experts.

Article
6 min read

Top 11 call center skills every agent needs (soft skills + hard skills)

Need to hire agents to work the phones? Here are some tips for hiring candidates with the right call center skills.

Article
11 min read

30 customer success interview questions you should ask every candidate

To build the team of your dreams, ask these customer success interview questions.

Article
6 min read

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

Article
19 min read

10 ways to deliver good customer service: examples, principles & definition

What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing, and the rest of your company.

Article
4 min read

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
4 min read

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
4 min read

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
4 min read

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
14 min read

Call center scripts: Script openings, best practices, and template

Consistently deliver excellent customer service experiences by using carefully written call center scripts.

Article
6 min read

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
4 min read

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
3 min read

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
5 min read

7 ways to improve your agent capacity

If your agents are constantly switching between channels and unable to communicate and collaborate in real…

Article
3 min read

How to make your workflow flow

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

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