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Time to build a support operations team

It might be difficult to determine how and when to add a support operations team. Learn how we did it.

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Say it with an emoji. Yes, even at work.

Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

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The Multi-channel Customer Care Report

Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.

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4 Crucial Trends for the 2018 Holiday Retail Season

In this post-Christmas moment, retailers are assessing the just-concluded season and starting to plan for the next one.

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At Zendesk, we care about creating an inclusive environment for all leaders, in particular women leaders, so that we can celebrate achievements, provide networking opportunities and collaboration to help support women in CX and beyond.

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Gartner’s Customer Engagement report

With the many available CEC options to research and choose from, it can be challenging to determine which one is the right fit for a company.

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Tip of the week: auto-assigning tickets

Today’s tip of the week describes how to automatically route tickets to a particular agent, or…

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Mediaocean empowers better customer support teams and content with Zendesk

Mediaocean is an advertising service and software company, headquartered in New York City, with 1,000 employees serving more than 80,000 clients in over 77 markets and a global media spend of over $140 billion

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Chatbots and the future of real-time communication

Companies are using chatbots to scale more and more.

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Welcome to the wonder of the West Coast work culture

Out west, where the sun is unafraid to make itself known, weekends are consumed with outdoor…

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Better customer experiences with omni-channel engagement

Designing a support experience that enables you to have natural conversations with your customers, regardless of…

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First reply time: 9 tips to deliver faster customer service

First response time refers to how quickly an organisation can respond to a customer. Learn how to measure, track and improve this crucial metric in our guide.

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Why your business needs a sales CRM

With so much money and time invested in sales growth, why are sales leaders still falling…

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A comprehensive guide to customer service SLAs (and 3 free templates)

Here’s how and why you should create service level agreements.

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The benefits of proactive chat

The name of the customer service game these days is knowing what your customers need before…

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6 Reasons why every call centre should use an integrated ticketing system

Despite major improvements in other realms of customer service, many companies are using outdated technology and…

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Ticket deflection: the currency of self-service

Forrester Research predicts that self-service will be the #1 customer service trend in 2017 because of…

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Gartner’s 2017 Magic Quadrant for CRM | Zendesk

In this report, Magic Quadrant for the CRM Customer Engagement Centre 2017, Gartner examines the global market for customer service and support applications.

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Ticket escalation: what it is and how to manage it

Learn how ticket escalation works and why a dedicated escalation process is important for your business.

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What is a follow the sun model?

The sun never sets for businesses that rely on remote support, and global support, for customer…