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8 min read
The weight of emotional labor in the workplace
Nearly a year ago, Gemma Hartley shook the Internet with her article, “Women aren’t nags—We’re just…
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8 min read
Our technology is only as empathetic as we are
I’ve been to SXSW Interactive six times. Maybe it’s just me, but for many years I…
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2 min read
What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Article
5 min read
5 benefits of using Zoom for remote customer support
Provide more in-depth and personalized remote support with Zoom and Zendesk integrations.
Article
7 min read
Growing up vs. adulting: the journey toward adulthood has changed
A few months ago, I learned about adulting—the modern term for twenty-somethings engaging in adult-like behavior.…
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5 min read
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
4 min read
Can chatbots make the insurance industry more human?
Chatbots can simplify the flow of insurance quoting engines, and companies like Pronavigator embedding chatbots on their websites to generate more leads.
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4 min read
Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
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3 min read
The consequences of bad customer service
Customer experience, or CX, goes hand in hand with customer service. In the end, transforming customer service helps businesses deliver great experiences, according to the updated findings.
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5 min read
How to elevate others at work
We all know one or two people like this at work. They walk in and—shazam—the room…
Article
11 min read
Skills-based routing: What it is + how it works + types
Use skills-based routing to streamline ticket handling and ensure customers speak to the agent best equipped to resolve their problems.
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4 min read
Machine translation—is it good enough for customer support?
In 1954, at the first public demonstration of a machine translation (MT) system, researchers from IBM…
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5 min read
Would you like a boxed water with that? Retailers reenvision the customer experience
Shopping used to mean spending hours in a crowded galleria that smelled faintly of churros and…
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3 min read
A customer experience definition
Some companies struggle with agreeing on a customer experience definition. But actually delivering a great one…
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5 min read
How to create raving fans with legendary customer service
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…
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Introducing Repeat Customer: A podcast about delivering excellent CX
Repeat Customer is a new podcast from Zendesk devoted to going behind the scenes of brands…
Article
11 min read
Icebreaker alternatives for people who hate icebreakers
“Today is all about getting to know each other, building relationships, and finding out even more…
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