Maximize customer service training
Correctly investing in customer service training not only ensures that customers receive the best possible service, but agent turnover is reduced
Mix it up: rotating customer support jobs
Mixing up customer support jobs for agents can have a huge impact on individuals' and teams' personal and professional fulfilment
Taking the long view: agent life cycle
No matter the type of business, customer service agents are very often the first people customers and prospects speak with
Improve remote support with a follow the sun model
The sun never sets for businesses that rely on remote support, and global support, for customer service. The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones
The best customer service is a group effort
Many teams at your company help to support the relationship between your business and your customers. While customer service handles many of the day-to-day questions, other teams like sales and billing jump in when another opportunity develops or when there’s an error with an invoice
What is excellent customer service?
There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service
Top 3 complaints from customer support agents
We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found that support agents have their fair share. Here’s how to meet those frustrations head-on
Which comes first, the customer or agent experience?
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and
Improved agent experience leads to improved retention and ROI
As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]
5 behaviors every leader should adopt to create better customer experiences
Good leadership paired with good company culture leads to happy employees
5 traits of the perfect customer service employee
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for the role of customer support agent, while others don’t. So what is it that makes these “perfect” individuals different? What are the traits that make them the ideal candidates
Happy agents provide the best customer experiences
When a customer reaches out to an agent for support, it’s probably because they were unable to solve the problem on their own. This might sound distressing, and it might well be a sign that your self-service needs some attention. On the other hand, any time that agents interact
Customer service starter pack: five resources for managing a stellar support team
Managing a customer service team isn’t easy. Get a head start with these five resources from customer service leaders.
Ask the right questions: conducting a customer service job interview
While an interview provides a great opportunity to learn about a customer service job candidate’s skills and abilities, it’s equally, if not more important, to make sure that they are also a good match for your organization
How to build a winning IT strategy
Focus not only on numbers and ROI and costs, but on a user-centric approach
Use your phone for more than pictures of lunch: tips for screening job candidates
It’s hard to get to know someone in one 15-20 minute phone call. Yet, as the person responsible for hiring new support staff in your organization, this is something you’ll be doing regularly
Taking care of customers by taking care of your team
The secret sauce to any great customer service and support organization is the people who work in it.
3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell
Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with Ed about what hes learned about the customer experience from some of the worlds most-loved brands.
How to write a customer service job description
Sometimes sitting down to write a job description can feel like a monumental task
Interview prep: 10 questions for hiring great customer support reps
Whether you’re interviewing candidates or you’re a customer service job seeker hoping to nail your interview, these questions will get you prepared
Manage your virtual support team like a BOSS
You’ve asked the important questions, you’ve reviewed the must-haves, and you’ve assembled your virtual support team of all-stars. Now, how do you manage them?
Dont be afraid: empower your support team
If you manage a support team, you are going to want to empower your employees. That means giving your team free reign to make decisions about how to respond to customers and even make concessions
Organizing support for future success
For certain companies, particularly those with large support teams, it makes sense to consider organizing your department into pods
Keeping things fresh with rotating roles, part 2
One of the best ways to attract the best talent for the job is to create a working environment that is as interesting and enriching as possible. Previously, we discussed some of the roles you can rotate your support team through to help keep things fresh and interesting. Since customer service isnt limited to the […]