Customer service management

The secret sauce to any great customer service and support organization is the team that makes it all possible. Check out our lessons, tips, and philosophies to help you engage and equip your agents so they can have better customer conversations.

Latest stories Page 14

5 tips to help agents provide great support across multiple chats Article

5 tips to help agents provide great support across multiple chats

Your customers love live chat. In a recent Zendesk Benchmark report, chat was revealed to be…

3 ways to improve your customer service content Article

3 ways to improve your customer service content

Learn how to quickly improve your customer service content by writing with empathy. Create a better…

5 ways to reduce customer care costs without compromising quality Article

5 ways to reduce customer care costs without compromising quality

According to research, over 70% of all customers who leave a company for its competition have…

Complex business hours? That’s easy! Introducing Multiple Schedules Article

Complex business hours? That’s easy! Introducing Multiple Schedules

Zendesk users on the Enterprise plan can use Multiple Schedules to create an unlimited amount of…

Zendesk Deep Dive: Customizing Insights Reports and Dashboards Article

Zendesk Deep Dive: Customizing Insights Reports and Dashboards

We all know that data is invaluable, but to get the most bang for your buck,…

Top 3 Tips to Becoming a Profit Center Article

Top 3 Tips to Becoming a Profit Center

Revenue generating or not, most contact centers could be contributing a higher level of value to…

Revitalize your customer service with rotating roles Article

Revitalize your customer service with rotating roles

In the world of customer service, keeping things fresh and exciting for your agents is no…

Zendesk Deep Dive: Increase Productivity with Macros Article

Zendesk Deep Dive: Increase Productivity with Macros

Small gains often add up. And when it comes to gains in time, every minute helps.…

Zendesk Multibrand Article

Zendesk Multibrand

Your customers expect their service experience to reflect the brand they love, and to account for…

Video

Zombies and Zendesk

Streamlining your workload: efficiency tips for small businesses Article

Streamlining your workload: efficiency tips for small businesses

It's not uncommon for businesses to outsource the management of their IT infrastructure to managed service…

Tip of the week: tips on Zendesk Voice from Zendesk Support Article

Tip of the week: tips on Zendesk Voice from Zendesk Support

At Zendesk Support, we use Zendesk Voice to take inbound support calls and make outbound calls…

Customizing Zendesk Insights Guide

Customizing Zendesk Insights

Zendesk Insights is a platform for analyzing your team’s customer support interactions and their impact on…

Phone support 101: 5 training tips for new agents Article

Phone support 101: 5 training tips for new agents

Answering support calls for the first time can be nerve-wracking. Agents never know what a customer…

The New Face of Customer Service White Paper

The New Face of Customer Service

Successful customer service is no longer about “handling” customer complaints and questions. Instead, it requires building…

Happy Employees Mean Happy Customers: Creating a World-Class Internal Culture Article

Happy Employees Mean Happy Customers: Creating a World-Class Internal Culture

Most companies believe that what’s most important is training employees to provide great service. But what’s…

Improve employee productivity with flextime Article

Improve employee productivity with flextime

Flextime was originally developed to deal with problems caused by transit times during peak hour and…

Helping HR create strong relationships Article

Helping HR create strong relationships

Good customer service applies to any department, and it encourages the kind of interactions that help…

Use your phone for more than pictures of lunch: tips for screening job candidates Article

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…

How to manage your talented customer service team Article

How to manage your talented customer service team

Even the best customer service teams require a little leadership. Learn the best ways to motivate and manage your support agents.