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 Page 7
Guide How 8 companies deliver exceptional customer experience at scale
Delivering exceptional customer experience at scale can be a challenge, but with a modern, easy-to-use CRM…
Article The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
Infographic 4 steps to optimize your customer service technology
Implementing your technology solution is a major milestone—and just the first step in a journey. As…
Article How to improve agent productivity for a better CX
As your business grows, the complexity of providing customer service grows as well. You have more…
Article Best practices for mastering change management
See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company
Article How your support team can nurture your community
As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience
Guide Make your work flow : 5 steps to scale your support operations
For growing businesses, effectively fielding every customer service inquiry becomes more and more challenging. Having the…
Article Don’t be afraid of change
Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources
Article What is call center management? Best practices and KPIs for success
Master call center management using workforce optimization techniques, scheduling, and call center technology.
Article 6 call center script best practices
The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.
Article Knowledge management maturity: Tips for leveling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organizations can keep content relevant.
Help customers help themselves with AI
With the variety of ways that customers reach out for support—like via email, calling over the…
Article More than just a rep—the modern customer service job
In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career
Article Why support advocates should never fear the banana
Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience
Article From content manager to cross-functional collaborator
As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.
Infographic Your guide to the wonder years of knowledge management
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
Article The many roles of a customer service executive
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
Article 7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
Article How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
Article How to collaborate across teams to scale customer support
For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question