Article

Article
3 min read

The ultimate guide to agile sales management

Discover agile sales development principles that can be applied to empower reps, improve team performance and…

Article
7 min read

6 call centre script best practices

The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.

Article
3 min read

Help desk vs service desk: what’s in a name?

Regardless of what you call these support teams, there are many solutions that help you better meet customers’ needs

Article
4 min read

Knowledge management maturity: Tips for levelling up

Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organisations can keep content relevant.

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
9 min read

Build a sales management process that works in 4 steps

Creating an effective sales management process is essential for new and experienced sales managers alike. Here are four steps to build a sales management process.

Article
3 min read

Customer experience is a team sport

As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport

Article
11 min read

34 powerful CRM reports you should be using

CRM reporting provides valuable insights that can improve your sales process. But do you know which reports can provide answers to which sales questions?

Article
4 min read

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Article
11 min read

CRM best practices for every stage of the sales funnel

Learn how to get the most out of your CRM through every stage of the sales funnel, from prospecting to won/lost deals.

Article
5 min read

What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or…

Article
1 min read

Gartner Peer Insights ‘Voice of the Customer’: IT Service Management Tools

Your IT team deserves to work with the most effective tools and platforms when it comes…

Article
3 min read

What is a support ticket?

Support tickets offer a wealth of data about your customers that can benefit your entire organisation – but what do support tickets actually look like?

Article
7 min read

Informal leadership: Be the person at work that others look up to

Recently I was talking with a friend about his work situation. He’d worked with the same…

Article
4 min read

Do you need a customer service BPO?

Every business has specific needs that can’t be solved with a one-size-fits-all solution - consider utilizing a customer service BPO

Article
3 min read

How to improve the customer experience through conversational customer service

Through mobile applications, social networks, and even instant messaging, brands must be where their customers are, interacting in real time and creating a frictionless customer experience.

Article
10 min read

How customer support and customer service work hand in hand

Customer support helps users troubleshoot and optimise their use of a product – knowing how it connects to customer service can be a boon for business.

Article
7 min read

The types of customer service you should know

With so many different ways to offer customer service, whether it be via email, social media,…

Article
5 min read

3 smart solutions to common customer service challenges

While every business is unique, growing businesses which prioritise customer experience often have a few customer service challenges in common.

Article
5 min read

5 questions every IT leader should ask of their CRM platform

When IT leaders are deciding what they need in a CRM platform, there are five important…