Agent experience
Latest stories
Article
5 min read
Using a smart knowledge base to unlock agent potential
Customer support jobs are most rewarding when agents come through with the right help at the right time.
Article
3 min read
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers
Article
2 min read
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
Article
5 min read
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.
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
4 min read
Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing
Article
5 min read
Be the type of tech support team you want to interact with
When code breaks down inside a product, the result is a telephone ringing or the quiet ping of a new email notification at that company’s support center.
Article
9 min read
The four C’s of cherry-picking
Learn the causes and solutions Cherry-picking has a negative connotation.
Article
2 min read
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not - but you can figure it out with Agent Satisfaction (ASAT) surveys and by measuring agent performance
Article
4 min read
Sales and support: Collaborating to increase growth
This is the third post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business objectives
Article
3 min read
Knowledge management is power—and empowering
Equipping your frontline customer service teams with product knowledge is one thing.
Article
3 min read
Why firsthand product experience is the best teacher
Meet Peachy Garcia, who currently holds the record for most chats served here at Zendesk.
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