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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
6 min read

6 essential skills for successful change management

Managing change isn't just a normal part of business, it's a normal part of life. Here are 6 skills your team needs to navigate change successfully

Article
5 min read

Inbound vs. outbound call centers: What's the difference?

Learn what makes an inbound call center and outbound call center different, and how they can benefit your business

Article
4 min read

Change management communications: 6-step guide

Learn how to communicate effectively and empathetically during times of organizational change

Article
7 min read

The top call center tips for beginners or experts

Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.

Article
3 min read

Cultivating a culture of customer connection: A CX Moment with Slack’s Ali Rayl

Zendesk chats with Slack's VP of Customer Experience Ali Rayl on best practices for connecting with customers during a crisis

Article
5 min read

5 steps to reducing friction in customer support

The customer journey doesn't have to be complicated. Zendesk and BrainSell share a mutual passion for frictionless customer support experiences, and these 5 actionable steps can help your organization create better experiences for your customers.

Article
6 min read

4 basic principles of change management for successful organizational change

Learn a few guiding principles of change management, so you can implement change faster and with less disruption

Article
7 min read

What is change management?

Change management is the process and tools a company can use to prepare individuals for organizational change. Learn how to make changes stick and succeed.

Article
8 min read

Metrics & KPIs for measuring change management, according to 2 change leaders

Your guide to change management metrics and KPIs.

Article
6 min read

Make a change management plan: the expert's guide to how and why

Learn why change management matters to employee morale and successful business changes

Article
11 min read

7 steps of a successful change management process

Change is hard. The goal is to support, equip, and prepare your employees for change so you don’t have to expose your customers to what’s happening behind the scenes

Article
2 min read

Helping to prepare your team: Getting the most from Zendesk

We've compiled a list of our product features and ideas to help your team continue to work effectively from home

Article
5 min read

Transitioning to a remote workforce

We've assembled some of our own best practices to working virtually. The goal: to ensure your…

White Paper
1 min read

Better customer experiences with omnichannel engagement

Designing a support experience that enables you to have natural conversations with your customers regardless of…

Article
5 min read

Fullscript’s best practices for scaling support operations

When Fullscript needed to address rising customer interactions, it learned that scaling support effectively didn't mean simply hiring more agents

Article
24 min read

2024 customer service training guide + templates & resources

Prepare your team to deliver great customer experiences with these customer service training ideas.

Article
15 min read

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an onsite team. Radical trust and…

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