Agent tips
Latest stories Page 3
Article Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Article Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
Article Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Article Collaborate across your ecosystem with Side Conversations
Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.
Article The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Article Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Article Happier agents go with the flow
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
Article The key to great service? Saying “I don’t know”
Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.
Article Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Article 8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Article 6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Article Tip of the Week: Auto-assigning Tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…
Article Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Article What it’s like on the front lines of support
Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
Article Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and…
Article The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Article Communication is key to great tech support
Alex has a background in technical support, but it was his experience as a history and…
Article The art of business analysis in customer support
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…
Article Optimize your customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service,…
Article Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment