Conduct an agent satisfaction survey
Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business
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
Let customers choose your business hours
So how do you pull off delivering 24/7 business hours? By being smart humans and using technology wisely
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
Get motivated with customer service quotes
We collected some customer service quotes to look to when the going gets tough
Keeping your word: the support SLA
A support SLA boils down to ensuring a baseline level of quality for your customers. So how do you choose, support, measure, and improve your SLAs?
Customer service terms everyone should know
To “translate” the language of the business, we’ve put together a glossary of customer service terms commonly encountered in a support organization
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 the agent experience for happier customers
In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk. As a senior customer advocate supporting the Zendesk Chat product, Peachy is well-suited to teach us a thing or two about
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
What are your most important customer service objectives?
Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives
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.
Why employee retention matters
Want to develop lasting relationships with your customers? Think about how to develop lasting relationships with your employees first.
The age of the customer is here. Now what?
Earlier this week, innovators in customer service gathered for Illuminate in New York City to share their strategies for providing great support
The benefits of a virtual team are real
To go virtual, or not to go virtual. Is that the question? Should it be? It might be if you’re having a hard time finding the right