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Agent performance: What it is + 25 metrics to track

Agent performance is directly tied to customer retention and operational efficiency. Learn important metrics and how to improve agent performance.

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4 min read

Why AI agents mark a massive change in CX

Autonomous AI agents will be the new front line in CX—instantly deployable and capable of resolving the vast majority of customer issues.

Podcast
2 min read

Building AI-powered experiences for humans—with Upwork’s Brent Pliskow

With AI at the heart of their support operation, Upwork is raising the bar for their customers and their internal teams.

Article
1 min read

Employee leave: An essential guide for 2024

Employee leave is a fact of life across all industries, including customer service. Discover who qualifies for leaves of absence and learn more about them in our comprehensive guide.

Article
3 min read

The new era of AI-powered Workforce Engagement Management

Discover the latest releases for Zendesk QA and WFM and how they can elevate your customer service operations.

Article
4 min read

Smart AI strategies for HR and IT service teams

AI can improve the employee experience in many ways, but strategic decision-making is key when navigating the evolving landscape of employee service and the future of work.

Article
1 min read

Customer data protection: 10 tips to keep information safe

Customer data protection helps protect you and your customers from cyberattacks, data leaks, and legal issues. Learn how to safeguard customer data in this guide.

Article
9 min read

AI-powered efficiency for startups

What startups can do now to set a good foundation for the future.

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