Customer support 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.

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3 tips on how to improve your IT service desk Article

3 tips on how to improve your IT service desk

Unlike a help desk, a service desk is an IT function that traditionally supports a business’s technology infrastructure. Instead of helping customers, service desks support employees

5 skills that make your customer service resume stand out Article

5 skills that make your customer service resume stand out

Top things hiring managers look for in a customer service resume

Content management vs knowledge management Article

Content management vs knowledge management

Content management vs knowledge management—do businesses need to do both? Spoiler alert: Yes, they do.

The knowledge management system in practice Article

The knowledge management system in practice

A knowledge management system helps people find, contribute to, or benefit from a company's institutional knowledge.

Zendesk is FedRAMP authorized Article

Zendesk is FedRAMP authorized

Zendesk takes security very seriously—just ask the Fortune 100 and Fortune 500 companies that trust us with their data

How to start a call center (without breaking the bank) Article

How to start a call center (without breaking the bank)

What is a call center? Defined, it's a team of customer service agents that responds to incoming calls about customer issues. Here's how to start one.

6 call center training tips for building an exceptional team of agents Article

6 call center training tips for building an exceptional team of agents

Here are six call center training tips to ensure your agents can deliver a positive, helpful customer experience

How to navigate the lasting impacts of COVID-19 on customer support Article

How to navigate the lasting impacts of COVID-19 on customer support

Forget what you think you know about customer support, for now. In just a few short…

6 essential skills for successful change management Article

6 essential skills for successful change management

Managing change isn't just a normal part of business, it's a normal part of life. Here are 6 skills your team needs to navigate change successfully

Organizational change management: 8 proven models to help navigate change Article

Organizational change management: 8 proven models to help navigate change

8 top change management models and change management definitions

How to build your call center resume skills (+5 free resume templates) Article

How to build your call center resume skills (+5 free resume templates)

With these resources, you'll have new call center resume skills to create a polished, well-formatted resume that stands out from the competition

Inbound vs. outbound call centers: What’s the difference? Article

Inbound vs. outbound call centers: What’s the difference?

Learn what makes an inbound call center and outbound call center different, and how they can benefit your business

Change management communications: 6-step guide Article

Change management communications: 6-step guide

Learn how to communicate effectively and empathetically during times of organizational change

Call center etiquette for support agents Article

Call center etiquette for support agents

Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.

Cultivating a culture of customer connection: A CX Moment with Slack’s Ali Rayl Article

Cultivating a culture of customer connection: A CX Moment with Slack’s Ali Rayl

Zendesk chats with Slack's VP of Customer Experience Ali Rayl on best practices for connecting with customers during a crisis

5 steps to reducing friction in customer support Article

5 steps to reducing friction in customer support

The customer journey doesn't have to be complicated. Zendesk and BrainSell share a mutual passion for frictionless customer support experiences, and these 5 actionable steps can help your organization create better experiences for your customers.

4 basic principles of change management for successful organizational change Article

4 basic principles of change management for successful organizational change

Learn a few guiding principles of change management, so you can implement change faster and with less disruption

What is change management? Article

What is change management?

Change management is the process and tools a company can use to prepare individuals for organizational change. Learn how to make changes stick and succeed.

Metrics & KPIs for measuring change management, according to 2 change leaders Article

Metrics & KPIs for measuring change management, according to 2 change leaders

Your guide to change management metrics and KPIs.

Make a change management plan: the expert’s guide to how and why Article

Make a change management plan: the expert’s guide to how and why

Learn why change management matters to employee morale and successful business changes