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
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