Customer support management

1 min read

Gartner’s predictions for 2021: CRM customer service and support

As your approach to customer service matures, the complexity of your customers’ issues increases.

4 min read

At Home and Happy? – What Remote Work Means for Customer Service

Last year was the year COVID-19 forced a shift in working practices. Could 2021 be the…

Article
5 min read

Knowledge-centred service (KCS): The basics + benefits

Knowledge-centred service is a philosophy that leverages the knowledge management process to improve team customer service and organisational productivity. Learn more below.

6 min read

Conrad Electronic: How customer care works during a pandemic

Guest blog from Christina Bauroth, Senior Expert Public Relations at Conrad Electronic The impact of COVID-19…

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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2 min read

Shopify x Zendesk: perfectly paired to help retailers connect with customers

See why this powerful partnership means big things for small ‘e-tailers’.

Article
6 min read

What is call centre workforce management?

In a call centre, workforce management is a set of processes used to optimise productivity and reduce risk. Learn why this is so important in our guide.

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7 min read

Why you should integrate your agent support and product teams

Guest blog from Alexis Fogel, CEO, Stonly Regardless of your industry or product, your agent support…

Article
7 min read

Turning adversity into advantage: Accelerate with CX maturity in Europe

The performance gap between the leaders and the laggards of customer experience (CX) is widening and…

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11 min read

11 support tools every customer service team should have

Customer experience management is about providing consistent service. Here's our expert advice on how to do that.

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8 min read

An enterprise guide to personalised service

Enterprise companies often get a bad report when it comes to personalised service. It’s up to you to change the narrative.

3 min read

Is your customer support team ready for the Christmas season?

It’s the most wonderful time of the year — unless you’re sitting on hold with a…

Article
7 min read

How to identify and support your most valuable customer segments

Using segmentation to better serve your best customers.

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11 min read

Customer service outsourcing: Pros and cons + guide

Customer service outsourcing can provide the boost you need to improve your customer experience. Learn how to outsource customer service in our guide.

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How CX Leaders Who Raise Their Game Are Driving Business Success

Zendesk partnered with ESG Research to build a framework around CX maturity. Find out how the leaders are driving CX success.

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1 min read

How CX Leaders Who Raise Their Game Are Driving Business Success

Zendesk partnered with ESG Research to build a framework around SMB CX maturity and CX success. Download the complete report.

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7 min read

Best practice for Champions of CX

ESG Research pinpoints where companies are elevating their CX game – and where they’re falling behind.

Article
7 min read

Customer experience management advice from the pros

Stories of great customer experiences often go viral because they’re exceptional outliers. An airline saves the…

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5 min read

Addressing customer experience from the CIO perspective

For IT leaders, customer experience was already a hot topic, but the pandemic has amplified the…

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2 min read

Customer experience: 5 simple strategies that bring immediate improvement

Experts share the CX strategies that make a real difference.