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Agent education: 3 top priorities

Want a surefire recipe for dismal customer satisfaction?

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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

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An integration libation

Zendesk plus some great new apps are a recipe for a great cocktail.

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Take a customer-facing approach to your internal knowledge base

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimise a knowledge base for internal use.

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.

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New Zendesk research: omnichannel and better support

Customers expect a seamless experience across channels, allowing them to communicate in the ways that are most comfortable and convenient for them.

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Keep your knowledge base healthy with the newest innovations

The healthiest knowledge bases are constantly iterated and improved upon over time, which we know only happens if agents and team members are empowered to contribute to and maintain the content

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11 min read

Icebreaker alternatives for people who hate icebreakers

“Today is all about getting to know each other, building relationships, and finding out even more…

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Support agents can improve the ecommerce experience

In the world of ecommerce consumer decisions are made in seconds.

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12 call centre metrics to track (and how to improve them)

Call centers play a key role in creating great customer experiences. Track these key call center metrics to measure performance and achieve customer service success.

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Providing support on multiple channels in multiple languages

Just the other day, as I was scrolling through my never-ending reading list, I stumbled upon an article on customer experience which made me raise my eyebrows.

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3 min read

What is omnichannel customer service?

It’s lunchtime on a Thursday, and Marisa—a busy professional who unwinds by backpacking and rock climbing—realizes that she’s missing a key piece of gear for her annual winter trip to Joshua Tree,

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Collaborate across your ecosystem with Side Conversations

Getting the right information to or from the right people in a large organization is easier said than done.

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Improvements to Zendesk’s terms and policies

It’s that time again….we’re updating our terms and policies to make it easier for you to understand how we supply our services to our subscribers.

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6 min read

Take an integration vacation

Here are all of the great new integrations for May: Sprinklr Sprinklr is the most complete social media management system for the enterprise.

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Staying GDPR compliant with Zendesk

Well, it’s finally here.

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Differentiated customer experiences start with better cross-functional collaboration

Great customer service is the backbone of great customer relationships.

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International relations 101: The keys to multilingual support success

“Querer é poder” is a Portuguese proverb that roughly translates to, “Where there’s a will, there’s a way.

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Introducing The Suite: Zendesk's omnichannel solution

Zendesk 's newest customer service solution —The Suite.

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Introducing The Zendesk Suite

The Zendesk Suite bundles Zendesk Support, Guide, Chat, and Talk into a single omnichannel solution