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Stairway to success: How to grow in your support role บทความ

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.

Agents need cross-channel communication บทความ

Agents need cross-channel communication

Here's why omnichannel support for agents and customers is a necessity

Agent education: 3 top priorities บทความ

Agent education: 3 top priorities

Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education

Skills-based routing: Route your way to success บทความ

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

Support agents can improve the ecommerce experience บทความ

Support agents can improve the ecommerce experience

Given the importance of streamlined solutions, it’s as important as ever for ecommerce companies to also streamline how agents solve customer problems

Collaborate across your ecosystem with Side Conversations บทความ

Collaborate across your ecosystem with Side Conversations

Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.

Using more than technical skills to solve technical issues บทความ

Using more than technical skills to solve technical issues

We've turned the spotlight on David Lowe, a premier support engineer. Here he shares the value of using soft skills when solving complex technical issues at the tier 3 level.

The four C’s of cherry-picking บทความ

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

Time to build a support operations team บทความ

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.

Happier agents go with the flow บทความ

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.

The key to great service? Saying “I don’t know” บทความ

The key to great service? Saying “I don’t know”

Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.

Are your customer service representatives happy? บทความ

Are your customer service representatives happy?

It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help

8 support manager skills to develop บทความ

8 support manager skills to develop

6 support manager skills to focus on that will ensure your support team will be ready for anything

Vacation-ing the premises บทความ

Vacation-ing the premises

Sticking around isn’t doing anyone any favors. Here are the tangible benefits of taking vacation time.

6 tips to hone your support superpowers บทความ

6 tips to hone your support superpowers

To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support

Tip of the Week: Auto-assigning Tickets บทความ

Tip of the Week: Auto-assigning Tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…

Why staffing can make or break your omnichannel strategy บทความ

Why staffing can make or break your omnichannel strategy

A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels

What it’s like on the front lines of support บทความ

What it’s like on the front lines of support

Support looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.

Ibotta scales training hurdles with Zendesk and Lessonly บทความ

Ibotta scales training hurdles with Zendesk and Lessonly

Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and…

Listening and leading by example บทความ

Listening and leading by example

We've turned the spotlight on Haley Varenkamp, a team lead on Zendesk's Advocacy team, who underscores…