Silence is complicity. Speech is not enough. We’re committed to being an ongoing catalyst for change. Here are the latest steps we’re taking
Call listening can help improve your customer service team's performance. Here's what you need to know.
It's time to drop your dated call center technology. Learn how a CCaaS solution helps you connect with customers across all channels.
Here is a snapshot of how we've been navigating the COVID-19 crisis.
We studied over 4,000 startups to determine whether there was a connection between startup growth and CX investment. Spoiler alert: there was.
Most salespeople have heard of the SPIN selling methodology— but not everyone knows how to execute it. Here's what you need to know about it.
For startup founders and sales teams, here is a crash course on the sales process, including key definitions, techniques, and best practices.
A discovery call is your first chance to wow your prospects. Leave a strong first impression by prepping for this initial phone conversation.
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While many companies are looking ahead to reenvision how physical offices will function, remote work is here to stay. Here's how to evolve your employees’ experience in the ever-changing next normal
Given the reality of how COVID-19 has affected workplaces everywhere, it’s reasonable to prepare for a…
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Businesses are more likely to build a real connection with proactive messaging that's personalized and strategically implemented
With so many different ways to offer customer service, whether it be via email, live chat,…
One way to align sales with marketing and support departments is to create an ongoing, interdepartmental job-shadowing program or "sales rep for a day."
While every business is unique, growing businesses that prioritize customer experience often have a few common customer service challenges in common
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
Thinking about hiring a virtual sales team? Learn the challenges and opportunities with outsourcing sales and the steps for building a virtual team.
When IT leaders are deciding what they need out of a CRM platform, there are five…
Providing quality, flexible self-service has become a vital part of what Zendesk does. Industry leaders are…
Artificial intelligence will upend how customer service teams work in ways that will have far-reaching ramifications for companies across the globe.
How do you determine whether or not the data you have is good? Here are the types and tenets of good sales data you need to make winning decisions.
The basic idea of sales pipeline management is to estimate the upcoming sales you’re aiming to…
Discover the steps to sales pipeline management - from finding prospects to analyzing results, effectively estimate upcoming sales you’re aiming to close.
The ubiquity of apps and service across many channels—phone and email, but also chat and platforms…
Whether your support team is just ramping up or scaling operations globally, adopting an omnichannel strategy…
Learn how to create content that turns leads into customers.
Preparing agents and triaging tickets are especially important when it comes to structuring product support
With customers all over the world opting to self-serve, turning your knowledge base into an international resource can have a big impact on your customers and agents—especially if you supplement it with AI
Support agents don't benefit from clunky interfaces or confusing processes - to ensure that agents have everything they need at the right time, they need a contextual workspace
While doing research for the 2018 Magic Quadrant for analytics and BI platforms, Gartner identified 33…