Article
11 min read
What is average handle time (AHT) and how do you calculate it?
Average handle time (AHT) is a customer service metric that measures the average length of a customer's call. Use it to improve operational efficiency.
Article
8 min read
The startup spouse: a view from the other side of bed
Over half a million people become entrepreneurs in the United States each month. That’s a lot…
Article
7 min read
Knowledge management best practices
A Q&A with Forrester's Kate Leggett on knowledge management best practices.
Women in Leadership
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.
Article
3 min read
What are your most important customer service objectives?
We asked some customer experience experts to provide examples of important customer service objectives.
Article
4 min read
Hold the line—your new hold music has arrived
There are plenty of places to get high-quality on hold music for cheap—or even free.
Article
3 min read
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.
Article
5 min read
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…
Article
1 min read
The Multi-channel Customer Care Report
Customers simultaneously want the warmth of human communication and the speed and efficiency of automated service.
Ebook
1 min read
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.
Article
2 min read
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.
Article
3 min read
Tip of the week: auto-assigning tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…
Article
1 min read
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
Ebook
1 min read
Chatbots and the future of real-time communication
Companies are using chatbots to scale more and more.
Article
7 min read
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…
Whitepaper
1 min read
Better customer experiences with omni-channel engagement
Designing a support experience that enables you to have natural conversations with your customers, regardless of…
Article
7 min read
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.
Whitepaper
Why your business needs a sales CRM
With so much money and time invested in sales growth, why are sales leaders still falling…
Article
5 min read
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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