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Customer support 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.


Latest stories

Article
5 min read

Onboarding a business process outsourcer? Follow the four "Ts"

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

Article
5 min read

Every ticket is a puzzle: One advocate’s drive to solve them

Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.

Article
3 min read

Providing automated self-service where customers (and agents) want it most

As customers trend towards becoming more self-sufficient, they’re becoming more accustomed to interacting with AI-powered tools for the support they need.

Article
5 min read

5 top customer service traits and skills

Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited…

Article
2 min read

6 steps towards developing a customer support career path

As with any profession, a customer support career path can movie in many different directions

Article
2 min read

6 keys to a successful ticket escalation process

Ticket escalation helps you identify tickets that require special attention and route them to the appropriate agents

Article
1 min read

Three things to keep in mind when recruiting customer service agents

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents

Article
3 min read

Omnichannel vs. the other way

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

Article
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
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.

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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…

Article
5 min read

International relations 101: The keys to multilingual support success

Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.

Article
2 min read

Be ready for anything: support forecasting and scheduling

Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.

Article
5 min read

Top 10 customer experience KPIs and metrics for 2024

It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.

Article
10 min read

4 knowledge management best practices for better self-service

Help your customers and your agents save time with these knowledge management tips.

Article
9 min read

The four C’s of cherry-picking

With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on

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