Best practices
Strategies, how-tos, and ideas to inspire you.
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Article
25 min read
18 sales follow-up email templates that convert
The right sales follow-up email can be the difference between making a sale or not making one—we’ve got the templates to help you cross the finish line.
Article
13 min read
Call center management: Best practices and top KPIs to elevate operations
Effective call center management helps you keep customers and support agents happy. Here's how to do it right.
Article
14 min read
88 free call center scripts to boost your customer satisfaction
Leverage our call center scripts and customizable template to help agents deliver consistent and excellent customer service experiences.
Article
4 min read
Customer service BPO: What is it + do you need it?
Customer service BPOs can help you reach your support goals. Learn what they are and how to determine if they are right for your organization.
Article
7 min read
10 types of customer service you should know
Learn about the 10 customer service types and how you can use them to provide an outstanding customer support experience.
Article
12 min read
Customer satisfaction surveys (CSAT): 52 questions + templates
Use our customizable survey templates to create customer surveys your audience will want to complete, helping you collect usable, quality customer feedback.
Article
12 min read
How to deal with difficult customers: 13 tips + examples
Understanding how to deal with difficult customers is essential in customer service. Learn how to turn a challenging situation into a great customer experience.
Article
What is proactive customer service? Examples + strategies
Proactive customer service is about anticipating customer needs. Learn how addressing potential issues before they arise can build customer trust.
Article
10 min read
Customer Effort Score simplified + how to measure it
Customer Effort Score is a metric that measures how easily customers get what they need from your company, from checking out to resolving an issue.
Join 2,000 service leaders at Zendesk Relate 2026
Over three days, you will hear from headliner Ali Wong, Emmy-winning comedian known for her witty, authentic storytelling, alongside leaders from Levi’s, ASOS, Canva, Supercell, and more. Relate is where service leaders connect, learn, and discover new resolutions.
Article
10 min read
17 help desk and service desk metrics to measure support performance
People have grown to expect instant answers from support teams, or at least the freedom to…
1 min read
Customer Experience Guide
We all know that for any company to succeed, it must first and foremost focus on…
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.
Article
20 call center metrics and KPIs to enhance the CX
Call center metrics can help you measure your team’s performance and boost your customer experience. Discover some of the most important below.
Article
11 min read
What is average handle time (AHT) and how do you calculate it?
Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.
Article
9 min read
16 crucial customer service objectives for 2026
Customer service objectives align agents with department goals to provide the best service. Create effective objectives with advice from industry leaders.
Article
9 min read
21 customer service KPIs every support team needs to track
Customer service KPIs can provide insight into the effectiveness of your customer support. Discover the 21 most important metrics to track below.
Article
3 min read
How to get hold music for your business
The right phone hold music keeps customers entertained while they wait for an agent. Learn how to get hold music for your business in our guide.
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