What are your most important customer service objectives?
Most, if not all, companies understand the need for providing customer service. But if pressed, those whose job and skills don’t directly relate to support might not know their company’s customer service objectives
Which comes first, the customer or agent experience?
Does a satisfied customer create a satisfied employee? Does a satisfied employee create a satisfied customer? I believe, like all healthy and prosperous relationships, that they are intertwined and
Improved agent experience leads to improved retention and ROI
As companies look to compete in today’s highly competitive and dynamic business climate, the pressure on customer service teams is enormous. Customer service best practices today look very different than they did even five years ago. Yet, one truth remains the same: Customer service agents want to help. They care about the customers and want […]
5 behaviors every leader should adopt to create better customer experiences
Good leadership paired with good company culture leads to happy employees
5 qualities of the perfect customer service employee
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for the role of customer support agent, while others don’t. So what is it that makes these “perfect” individuals different? What are the traits that make them the ideal candidates
Happy agents provide the best customer experiences
When a customer reaches out to an agent for support, it’s probably because they were unable to solve the problem on their own. This might sound distressing, and it might well be a sign that your self-service needs some attention. On the other hand, any time that agents interact
Customer service starter pack: five resources for managing a stellar support team
Managing a customer service team isn’t easy. Get a head start with these five resources from customer service leaders.
Why employee retention matters
Want to develop lasting relationships with your customers? Think about how to develop lasting relationships with your employees first.
The benefits of a virtual team are real
To go virtual, or not to go virtual. Is that the question? Should it be? It might be if you’re having a hard time finding the right
Ask the right questions: conducting a customer service job interview
While an interview provides a great opportunity to learn about a customer service job candidate’s skills and abilities, it’s equally, if not more important, to make sure that they are also a good match for your organization
How to build a winning IT strategy
Focus not only on numbers and ROI and costs, but on a user-centric approach
Use your phone for more than pictures of lunch: tips for screening job candidates
It’s hard to get to know someone in one 15-20 minute phone call. Yet, as the person responsible for hiring new support staff in your organization, this is something you’ll be doing regularly
The customer service resume checklist
Finding the right customer service talent is no simple task. As part of our series, How to Hire the Best Customer Service Reps, we put together this handy checklist that will help you the sort through that pile of resumes
3 Keys to Building a Kindness Revolution: Q&A with Ed Horrell
Ed Horrell will be joining Zendesk for a live webinar on April 22nd. We talked with Ed about what hes learned about the customer experience from some of the worlds most-loved brands.
Not-so-lonely planet: How to follow the sun and provide global support
Are you looking for ways to support customers globally? We created an ebook just for you
How to write a customer service job description
Sometimes sitting down to write a job description can feel like a monumental task
Interview prep: 10 questions for hiring great customer support reps
Whether you’re interviewing candidates or you’re a customer service job seeker hoping to nail your interview, these questions will get you prepared
Manage your virtual support team like a BOSS
You’ve asked the important questions, you’ve reviewed the must-haves, and you’ve assembled your virtual support team of all-stars. Now, how do you manage them?
Dont be afraid: empower your support team
If you manage a support team, you are going to want to empower your employees. That means giving your team free reign to make decisions about how to respond to customers and even make concessions
Organizing support for future success
For certain companies, particularly those with large support teams, it makes sense to consider organizing your department into pods
Broaden your team’s horizons with events
Building a customer support team that enjoys working together and coming to work every day with enthusiasm requires a creative touch
Follow-the-sun customer support: how to get global, fast
To provide the highest level of customer service to your customers, your customer support team must consider when to be available, and this could mean 24/7/365.
Tip of the Week: Queue Management in Zendesk
Wouldn’t it be helpful to have a guide that generally outlines the best ways to manage your queue of tickets?
Setting the right customer service goals for your service team
Finding the right balance for setting customer service goals is integral to the success of any team