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
The value of agent education and training during economic slowdowns
With rising customer expectations around better service in today’s macroeconomic environment, it’s important to lean on customer education programs to boost agent knowledge and productivity—and to help your business retain customers.
Article
10 min read
What is employee turnover? Calculation, effects, and prevention tips
Employee turnover is the number of workers leaving your business at any given time—including voluntary and involuntary exits. We’ll explain how to calculate and reduce turnover in your organization.
Article
5 min read
Streamline call center BPO management with data-driven WFM
As support teams brace for an economic downturn, many are leaning on customer service outsourcing to cut costs.
Article
5 min read
Why great CX is the doorway to success with open banking for financial services firms
CX is a top priority for financial services providers, and for good reason. Here's how to deliver an experience that meets people's high and evolving expectations.
Article
5 min read
Customer Service Week: 8 ideas to celebrate on a budget
Customer service jobs have never been easy, but agents have faced exceptional challenges the past few years.
Article
3 min read
Customer service agents finally get the recognition they deserve
It’s been another year of high stress and raised customer expectations. That’s why this Customer Service Week is a great time to give your support teams a high five for a job well done.
Article
4 min read
Business-to-business messaging with Slack and Zendesk
Slack changed the way we work with productive workplace conversations and collaboration. Now Zendesk is helping us keep it all together.
Article
5 min read
5 ways that IT asset management improves customer and employee experiences
Learn how IT asset management can boost productivity, performance, and customer and employee experiences.
Article
12 min read
What is employee experience? Guide for the future of work
Build a stronger organization with a bottom-up approach. Listen to your employees and apply their feedback to company goals and decisions to boost employee retention.
Article
12 min read
Employee experience journey mapping: A step-by-step guide
Companies today need to step up for their employees. Discover how employee experience journey mapping can help you improve engagement and inspire your team members to do their best work.
Article
6 min read
What is high-touch customer service? (+ how to deliver it)
Deliver a high-touch customer service experience to build and retain meaningful relationships with your audience.
Article
11 min read
Customer feedback management guide: Best practices + tools
Customer feedback management is key to delivering superior products, services, and experiences. Learn how to do it successfully so you can boost retention and build brand loyalty.
Article
4 min read
3 ways healthcare companies are improving customer experience
Quality customer service in health care is more important than ever. Here’s how to stay ahead of the curve.
Article
7 min read
How customer success operations improves customer service
Customer success operations (CS Ops) can take your customer service—and team performance—to the next level.
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