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 9
Article Omnichannel vs. the other way
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
Article Start your omnichannel journey the right way
Understanding the value of the omnichannel experience is one thing, but successfully implementing it is something else entirely
Article What to consider before you offer global support training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Article Zoom + Zendesk: the benefits of video for remote support
We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service
Article Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Article Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Article Take a customer-facing approach to your internal knowledge base
Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.
Article How to create raving fans with legendary customer service
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and…
Article International relations 101: The keys to multilingual support success
Zendesk customer advocate Teresa Rosado-Sanna takes a global, nimble approach to support, guided by one key philosophy for work and life: Where there's a will, there's a way.
Article Be ready for anything: support forecasting and scheduling
Good support teams can meet the everyday challenges. Great ones use support forecasting to predict future scenarios and build for them.
Article 10 customer experience KPIs for 2021 and beyond
It can be easy to feel overwhelmed by the number of customer experience KPIs. Learn how to identify the ones most important to your company.
Article Knowledge management best practices
Read on for the highlights and stay for the best practices
Article The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Article How an omnichannel customer experience contact center works
An omnichannel customer experience is good for both customers and agents. Find out how omnichannel can streamline your contact center operations and make everyone's life a little easier.
Article Knowledge management cultivates high-performing teams
The secret weapon of great customer service teams is two-fold: excellent internal knowledge management and thoughtful training on how to make the most of that resource
Article Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Article Happier agents go with the flow
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
Article Everyone is an SME in the self-service economy
The same self-service content that helps your existing customers succeed is becoming increasingly important in obtaining new customers. Amid this self-service win-win, the role of subject-matter expert (SME) has broadened—here's how.
Article Feedback is a gift—take it and optimize
If you want to provide optimal support, you need to focus on your agents and what they need
Article Product launches and the virtue of being vague
It’s not often that you will see public dates for new features or products. Why is that? And how can your Support team play at hinting about upcoming releases while keeping things under wraps?