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.
Streamline call centre BPO management with data-driven WFM
As support teams brace for an economic downturn, many are leaning on customer service outsourcing to cut costs.
Why product knowledge is essential in customer service
Excellent customer service depends on knowing what you’re selling like the back of your hand. Business…
Customer service agents finally get the recognition they deserve
It’s been another year of high stress and raised customer expectations. That’s why this Customer Service Week is a great time to give your support teams a high five for a job well done.
How to help remote agents avoid burnout
Learn how to avoid remote agent burnout and how to nurture your team's well-being and connectedness.
The ultimate guide to customer segmentation for support teams
Customer segmentation isn’t just for marketing and product teams. Here’s how to put segmentation to work for your support team.
What is an agent touch?
Whether it’s to inform your sales or marketing teams, it’s likely that you’ve done lots of…
When do Zendesk automations run?
Automations are a tool within the Zendesk platform that can be used to change ticket properties…
5 ways customer support affects the bottom line
Good customer support is no longer just about resolving post-sales customer complaints or answering technical questions.…
Proactive service: A problem isn’t a problem if you can fix it before it happens
If you really want to get to know your customers – their deepest desires, their pain…