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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.
Here's why omnichannel support for agents and customers is a necessity
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
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.
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
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.
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.
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
6 support manager skills to focus on that will ensure your support team will be ready for anything
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
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.
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and…
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape
Alex has a background in technical support, but it was his experience as a history and…
Jen Neuls’ early career was in the arts. Now as Senior Business Analyst for Zendesk’s Advocacy…
Correctly investing in customer service training not only ensures that customers receive the best possible service,…