Goal-oriented business leaders need an AI accessibility and usability revolution in CX. Ada's Ruth Zive shares sharp, actionable ways to create it

Reducing the time it takes to resolve a customer issue makes everyone happier. Getting there means taking actionable steps for greater support agent efficiency

Not long ago, loyalty in customer service was fairly simple, both in meaning and in method. Great brand name? This alone will inspire loyalty. Solid rewards program? That’ll keep your customers close. That was then. Now is… a lot more complicated. Customer loyalty takes more time and a sophisticated level of dedication to earn, as […]

We collected some customer service quotes to look to when the going gets tough

Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help

We seem to agree that a sense of customer empathy should be embedded into our day-to-day work, but turning that intention into a strategy and unified organizational vision is an essential evolution of that idea

Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences

Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time

Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how

See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

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

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management

If your agents are constantly switching between channels and unable to communicate and collaborate in real time, there are serious consequences—think low CSAT, low ASAT, and a general lack of support efficiency.

As your support teams grow, here are some tips on how to optimize operations at scale

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.