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.

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Report: CX Champions of Asia Pacific White Paper

Report: CX Champions of Asia Pacific

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how CX Champions across the Asia Pacific region are driving CX success.

Report: CX Champions of Latin America White Paper

Report: CX Champions of Latin America

Zendesk partnered with ESG Research to build a framework around CX maturity. Learn how the CX Champions of Latin America are driving CX success.

Report: CX Champions of North America White Paper

Report: CX Champions of North America

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

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.

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

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.

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

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 White Paper

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…

How to immediately improve your customer experience in 5 simple ways Article

How to immediately improve your customer experience in 5 simple ways

Experts share the CX strategies that make a real difference.

9 customer service gifs that explain a day in the life of a support agent Article

9 customer service gifs that explain a day in the life of a support agent

Customer service representatives do not get enough credit. See here for funny customer service gifs that explain life in a support job.

What is customer obsession? How to become customer obsessed Article

What is customer obsession? How to become customer obsessed

We’ve all heard the stories of companies going above and beyond to provide their customers with…

Why customer courtesy matters (and 8 tips on how to nail it) Article

Why customer courtesy matters (and 8 tips on how to nail it)

Find out why compassionate customer service matters, and what it can do for your business.

What is customer-facing? Everything you need to know about customer-facing roles Article

What is customer-facing? Everything you need to know about customer-facing roles

Learn about customer-facing roles, what kind of people do well in them, and how to improve your own customer-facing skills.

Startup Central — The human guide to leading remote teams Article

Startup Central — The human guide to leading remote teams

WFH is here to stay. In this guide, we talk to startup leaders about how they're facilitating productive, human collaboration from anywhere.

The contact center and customer service

The contact center and customer service

Gain an understanding of contact center services and how a contact center boosts customer satisfaction.

Understanding call center burnout Article

Understanding call center burnout

Call center employees face unique challenges that can often lead to burnout. Understanding why can help fix bigger problems down the road.