Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

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Become a CX Champion—Best practices for you and your team

ESG Research pinpoints where companies are elevating their CX game—and where they’re falling behind.

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3 reasons conversational commerce fails (& how to make it work) Article

3 reasons conversational commerce fails (& how to make it work)

Have you been thinking about conversational commerce all wrong? Here are the top mistakes companies make, and how to avoid them.

8 Questions CX leaders must answer before creating a customer experience map Article

8 Questions CX leaders must answer before creating a customer experience map

This planning guide will help you create a CX map that gives your team the insights they need to deliver excellent customer experiences.

How to identify and support your most valuable customer segments Article

How to identify and support your most valuable customer segments

Using segmentation to better serve your best customers.

The new rules for customer service outsourcing in a changing world Article

The new rules for customer service outsourcing in a changing world

Here are four questions you should ask before getting started with an outsourcer.

How SMB CX Leaders Who Raise Their Game Are Driving Business Success Article

How SMB CX Leaders Who Raise Their Game Are Driving Business Success

Zendesk partnered with ESG Research to build a framework around SMB CX maturity and CX success. Download the complete report.

How CX Leaders Who Raise Their Game Are Driving Business Success Article

How CX Leaders Who Raise Their Game Are Driving Business Success

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the leaders are driving CX success.

Customer experience management advice from the pros Article

Customer experience management advice from the pros

Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the…

Addressing customer experience from the CIO perspective Article

Addressing customer experience from the CIO perspective

For IT leaders, customer experience was already a hot topic, but the pandemic has amplified the…