Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers

Customer service reps are less engaged in their work when they use call center scripts that don’t have the flexibility they need to interact with customers

Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine a light onto phone support operations?

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company.

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

At long last, the winning track from our hold music contest is here. Perhaps you thought we were holding out on you. When we asked you to hold your horses back in December, you might have

Including text support as part of your multichannel strategy is a great way to provide better customer experiences, differentiate your service, and make your team more efficient. With text support, your mobile customers will appreciate the easy access to information or help. In fact, 52% of US consumers would prefer texting customer support over their current preferred form of communication.

Read our customer spotlight on BombBomb to learn why the company switched from Zendesk—and why they came back

Phone apprehension is on the rise. We tell you how to banish that sense of dread—and your sweaty palms.

With Talk Enterprise, we aim to give you the tools and hands-on support you need to build a contact center easily.

Phone-tree, or IVR, administrators can now add a text-back option for callers needing support. And it all came about at the Zendevian Cup, our annual hackathon.

Different customer service channels offer unique sets of benefits to a business and to customers. Here's what to keep in mind when weighing live chat vs. phone support.

With hundreds of thousands of members and nearly 100 employees, FabFitFun’s email, phone, live chat, and social channels have to keep up with the company’s rapid growth

Despite major improvements in other realms of customer service, many companies are using outdated technology and methods for providing customer service over the phone

No one likes calling a company only to be put on hold. In fact, according to a survey from Google, 60% of customers think 1 minute is too long to wait on hold. But the good news is that a callback service ensures that your they don’t have to be put on hold if they […]

Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone

If your primary goal is to improve call center customer satisfaction, it’s not enough to just provide a phone number to call

Moving to a phone support solution that’s integrated with all your other support channels—like Zendesk Talk—can help teams improve efficiency, saving time (and money)

To help teams provide—and continue to improve—great phone support, we’re excited to share our new eBook on “Getting Started with Zendesk Talk”.

More people use phones than laptops or desktop computers. And texting—which is a lower commitment than a phone call and more efficient than an email—is the most popular activity on smartphones

Think about the tools you use at work every day—a mouse, a keyboard, maybe old fashioned pen and paper? If you’re a member of a phone support team, a headset is likely at the top of that list—it definitely is for our customer advocates. In fact, members of our support team are commonly asked for […]

Increasingly, customer service plays a part in more than just the post-purchase experience. Customers reach out with questions as they research products, read reviews, and consider making a purchase. But are your agents prepared to