Employee service
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Article
4 min read
The future of work for IT teams is supporting hybrid workforces
IT teams don’t always get the credit they deserve for keeping the company running smoothly; they also don’t always have the tools they need to work effectively and provide a seamless experience.
Article
5 min read
What is call center workforce management?
In a call center, workforce management is a set of processes used to optimize productivity and reduce risk. Learn why this is so important in our guide.
Article
12 min read
Call center burnout: what it is and how to overcome it
Call center employees face unique challenges that can often lead to burnout. Understanding why can help fix bigger problems down the road.
Article
9 min read
6 contact tracing best practices—and how technology can help
Improving the contact tracing experience helps students, citizens, and employees feel more connected and trusting of their school, local government, or workplace
Discover AI innovations shaping service at Zendesk AI Summit
Join us for our biggest digital event of the year. Hear from LinkedIn co-founder Reid Hoffman, be the first to see new AI innovations, and choose sessions tailored to your role. Plus, get your AI questions answered by experts during the live Q&A. Now available to watch on demand.
Article
16 min read
What is knowledge management? A guide for 2025
Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.
Article
8 min read
11 help desk best practices for better internal support
These internal help desk management tips can help set up harmonious employee and user expectations around help desk response times.
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
1 min read
Why a good employee experience is the backbone of good customer experience
Delivering a great employee experience gives companies a leg up in executing excellent customer experiences, too.
Article
12 min read
Top 10 change management models in 2025
Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organizational shifts.
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
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
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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
4 min read
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
3 min read
Employees are customers, too: why building a better internal help desk matters
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
Article
5 min read
Slack kills at onboarding customers: Here’s how
How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.
Article
2 min read
Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
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