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
4 min read
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
13 min read
Call center management: Best practices and top KPIs to elevate operations
Effective call center management helps you keep customers and support agents happy. Here's how to do it right.
Article
14 min read
Call center scripts: Script openings, best practices, and template
Consistently deliver excellent customer service experiences by using carefully written call center scripts.
Article
4 min read
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.
Infographic
1 min read
Help customers help themselves with AI
With the variety of ways that customers reach out for support—like via email, calling over the…
Article
6 min read
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
4 min read
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
4 min read
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
1 min read
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
8 min read
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
5 min read
7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
Article
3 min read
How to make your workflow flow
As your support teams grow, here are some tips on how to optimize operations at scale
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6 min read
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
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3 min read
How to keep that personal touch as your company grows
As businesses grow, they often grapple with a perplexing problem: how can a customer service team maintain that personal touch as it scales?
Article
10 min read
11 customer service response templates to improve workflow
Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.
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