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
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
Article
6 min read
How an omnichannel customer experience contact center works
An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.
Article
5 min read
Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
Article
3 min read
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Article
4 min read
Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Article
2 min read
Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
Article
6 min read
Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?
Article
2 min read
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Article
4 min read
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Article
2 min read
Multiple products still need to add up to one great experience
As Zendesk invests in new products and features, we try to support complexity without making the agent experience more complicated
Article
4 min read
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Article
4 min read
Raising the bar: 4 more leaders in customer service
We've recognized support leaders from four of our customer stories to highlight how they're raising the bar as customer service leaders.
Article
4 min read
Scaling and sustaining your customer service organization
Our advocates have shared a few lessons and solutions that they’ve learned about structuring, scaling, and…
Article
5 min read
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Article
4 min read
SEO and customer service: The benefits of aligning efforts
Did you get here after googling a search term? Your customers find you this way, too.
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