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        Best Practices

        Operations

        Scaling and sustaining your customer service organization

        December 12, 2017
        Operations Team management

        Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and sustaining your customer service organization

        Let customers choose your business hours

        June 13, 2017
        Best Practices Customer experience Operations Team management

        So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely

        First contact resolution: beacon of good support?

        May 30, 2017
        Agent experience Best Practices Explore Operations Zendesk Products

        First Contact Resolution is a metric that, when used judiciously, can help drive improvements in customer experience. But it’s not without its pitfalls

        6 Reasons why every call center should use an integrated ticketing system

        May 30, 2017
        Best Practices Customer service leadership Operations Talk Zendesk Products

        Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

        Taking the long view: agent life cycle

        May 29, 2017
        Agent experience Best Practices Operations Team management

        No matter the type of business, customer service agents are very often the first people customers and prospects speak with

        You don’t always need call center scripts

        May 25, 2017
        Agent experience Best Practices Operations Talk Zendesk Products

        Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

        Excellent customer service, excellent ROI

        May 15, 2017
        Best Practices Forrester Operations Support Zendesk Products

        “Don’t knock it until you’ve tried it” can be good advice in some situations, like when you’re wary of trying a new ice cream flavor. When deciding whether to overhaul your current customer service support system—not so much

        Tiers for fears: Is tiered support for you?

        May 11, 2017
        Agent experience Best Practices Customer experience Operations

        If you’re a business with consistently growing customer base and ticket volume, it might be time to consider tiered support

        5 Things to do before you switch solutions

        May 9, 2017
        Customer service leadership Customer Support Operations

        Adopting new software can be complex, time-consuming, and if you’re not careful, a total nightmare. So why switch solutions? Because according to a recent study by Forrester, if the switch is to Zendesk, it’s worth it

        Improve remote support with a follow the sun model

        May 4, 2017
        Best Practices Operations Team management

        The sun never sets for businesses that rely on remote support, and global support, for customer service. The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones

        How to get new software approved

        May 2, 2017
        Agent experience Best Practices Operations

        Switching to a new customer support software solution requires involvement from various teams within your organization, even the ones who won’t use it everyday. But if you take the time to make your case and work with your organization, you can illustrate the benefits and get new software approved

        Why live chat is better for everyone

        April 11, 2017
        Chat Customer service leadership Live Chat Software Operations Zendesk Products

        Customers today can be a bit challenging. They want to find answers online…until they want to talk to a human. They expect not only the right answer, but, increasingly, a lightning-fast answer. Enter live chat

        How to never make a VIP customer wait

        April 10, 2017
        Customer service leadership Operations Support Zendesk Products Zendesk Tips

        For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

        4 KPIs you should be measuring and why

        March 26, 2017
        Best Practices Customer Data & Analytics Customer service leadership Explore Operations Productivity

        It’s an old cliché: “What gets measured gets done.” Unfortunately, many organizations make the mistake of relying too few metrics

        The easiest way to improve customer satisfaction

        March 19, 2017
        Customer service leadership Operations Support Zendesk Products Zendesk Tips

        At the risk of sounding like a broken record, if you want to improve customer satisfaction, you need to measure customer satisfaction (CSAT)

        Improved agent experience leads to improved retention and ROI

        March 8, 2017
        Agent experience Operations Team management Zendesk Products

        As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]

        How to build ideal workflows in Zendesk Support

        January 25, 2017
        Admin Tips Agent Tips Operations Support Workflow Zendesk Tips

        Join our latest Fine Tuning discussion to learn more about the remaining “building blocks” of an ideal workflow

        Building your Zendesk workflow brick-by-brick

        September 22, 2016
        Admin Tips Agent Tips Operations Workflow Zendesk Tips

        Building your Zendesk is a lot like building with LEGOs. Each component of Zendesk is made to work in harmony with the others so that you can create the strongest spaceship—or ticketing system—you can imagine. In today’s Fine Tuning discussion, I’ll walk through some key features, or building blocks

        Scaling HR operations with a help desk

        July 25, 2016
        Help Desk HR Operations

        Implementing a Human Resources Information System (HRIS) is one of the primary investments any HR operations team can make. Yet much of the day-to-day support that HR provides still happens over email

        Customer service starter pack: five resources for managing a stellar support team

        May 31, 2016
        Customer service leadership Customer Support Operations Team management

        Managing a customer service team isn’t easy. Get a head start with these five resources from customer service leaders.

        5 times virtual digital assistants should take the lead with customers

        March 4, 2016
        Operations

        Siri, Cortana, and other personal assistants have permeated our lives; every day we depend on them to help us with directions or to dictate text messages. But digital assistance transcends consumer devices and can range from

        Shadowing: A day in the life of a Tier 1 advocate

        February 4, 2016
        Agent experience Customer Support Interviews Onboarding Operations

        Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his degree in Resort & Hotel Management in college, Rodney planned on a career in business and hotel management. Instead, he

        Dominoes in motion: how to create time-saving trigger actions with Zapier

        February 1, 2016
        Apps and Integrations Operations

        Figuring out how to be more efficient—how to ‘do more with less’—is a top priority for pretty much every team. When it comes to support, each team manages its queue differently and frequently uses a host of

        5 ways to reduce customer care costs without compromising quality

        July 30, 2015
        Best Practices Operations

        According to research, over 70% of all customers who leave a company for its competition have no problem with the product. Their main issue is with the customer care offered. This means that customer churn can hypothetically be reduced by 70% with world class customer care

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