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Customer experience is a team sport Article

Customer experience is a team sport

As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport

7 ways to improve your agent capacity Article

7 ways to improve your agent capacity

If your agents are constantly switching between channels and unable to communicate and collaborate in real…

How to make your workflow flow Article

How to make your workflow flow

As your support teams grow, here are some tips on how to optimize operations at scale

How to collaborate across teams to scale customer support Article

How to collaborate across teams to scale customer support

For enterprise companies with hundreds of employees and dozens of departments, you often need to go outside of your customer service team to answer a question

The path to a better customer service workflow Article

The path to a better customer service workflow

You’ve done the work of building a strong team of great agents. Now, empower them to provide the best customer service they’re capable of.

Do you need a customer service BPO? Article

Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

Solving your customer problems without causing more problems Article

Solving your customer problems without causing more problems

What your agents experience and how they keep track of customer needs is the crucial difference between a business that works and one that works well

4 tips for springboarding from Tier 1 support Article

4 tips for springboarding from Tier 1 support

See how Leah Guest used her training ground in Tier 1 support as a jumping-off point for her current position as a Voice of the Customer Platform Coordinator at Zendesk

Innovate, explore and onboard with a sandbox Article

Innovate, explore and onboard with a sandbox

Developers have been playing in sandboxes since the '70s. Then and now, these controlled computing environments allow them to work free of real-world ramifications.

How to structure product support Article

How to structure product support

Preparing agents and triaging tickets are especially important when it comes to structuring product support

Enhancing the agent experience with contextual workspaces Article

Enhancing the agent experience with contextual workspaces

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

Every ticket is a puzzle: One advocate’s drive to solve them Article

Every ticket is a puzzle: One advocate’s drive to solve them

Carl McDowell is a Tier 2 Technical Support Engineer at Zendesk in Melbourne. In this interview, he talks about life as a Talk Product Champion.

Using a smart knowledge base to unlock agent potential Article

Using a smart knowledge base to unlock agent potential

Arm your agents with a smart knowledge base to help them become more efficient, more effective, and enjoy higher levels of satisfaction

6 steps towards developing a customer support career path Article

6 steps towards developing a customer support career path

As with any profession, a customer support career path can movie in many different directions

Will your support team work from a central location or virtually? Article

Will your support team work from a central location or virtually?

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce

Three things to keep in mind when recruiting customer service agents Article

Three things to keep in mind when recruiting customer service agents

Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents

When is it best to use chatbots vs. humans for customer service? Article

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.

What to consider before you offer global support training Article

What to consider before you offer global support training

Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions

Zoom + Zendesk: the benefits of video for remote support Article

Zoom + Zendesk: the benefits of video for remote support

We spoke with Zoom’s head of support and our own experts about the benefits of using Zoom’s video app in Zendesk, and we’ve included a few additional benefits for agents that use video for remote support in customer service

Stairway to success: How to grow in your support role Article

Stairway to success: How to grow in your support role

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.