Customer support management

Article
9 min read

A guide to customer service reports

Discover the reports that help you better understand and improve the customer experience.

Article
10 min read

What is interactive voice response (IVR)? a complete guide

IVR technology can be a game changer for call centres. Discover what an IVR system is and how it improves phone support.

Article
7 min read

Why customer courtesy matters (and eight tips for how to nail it)

Find out why compassionate customer service matters and what it can do for your business.

Guides and ebooks

Are you set up to deliver exceptional customer experience?

Are you set up to deliver the modern CX your customers demand? This guide will walk you through Zendesk's four key ingredients for support success.

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
8 min read

Why a contact centre will improve your customer service (and your bottom line)

Establish a flexible, dynamic contact center to drive customer loyalty and improve agent efficiency.

Article
1 min read

Understanding call center burnout

Call center employees face unique challenges that can often lead to burnout. Understanding why can help fix bigger problems down the road.

Article
4 min read

Transformation in the money transfer industry: The impact of customer expectations

Over the last ten years the money transfer industry has seen dramatic change. A decade ago,…

Article
9 min read

How to anticipate your customer needs and solve them

What are customer needs, and how can your business solve for and anticipate them?

Article
8 min read

How to start a virtual call centre that provides excellent customer service

Learn the best way to set up and manage a remote customer service team.

Article
7 min read

Customer success manager: role, responsibilities, and business impact

Find out how a customer success manager can help increase customer satisfaction, boost loyalty, and elevate your business.

Article
7 min read

What is call listening and how to it can improve your call centre's performance

Call listening can help improve your customer service team's performance. Here's what you need to know.

Article
7 min read

CCaas: The definitive guide to contact centre as a service (+ the five best providers)

It's time to drop your dated call centre technology. Learn how a CCaaS solution helps you connect with customers across all channels.

Article
7 min read

What is an enterprise help desk and how does it benefit your team?

Here are the tools that you'll need to meet your customers’ expectations, at scale.

8 min read

Seven strategies to win back your customers' trust after your brand's reputation has been damaged

Every company experiences a PR crisis. It's what you do afterwards that determines the effect on your business.

8 min read

Top 11 call centre skills every agent needs

Great call centres start with hiring agents with the right call centre skills. Here are the personal qualities and technical skills agents should possess.

Article
6 min read

Proven ways to deal with high call volume

High call volume can overwhelm representatives and harm the customer experience. But support managers have a host of ways they can manage and deflect inbound calls.

Article
10 min read

Customer success interview questions: 30 Examples you should ask every candidate

To build the team of your dreams, ask these customer success interview questions.

Article
9 min read

How to onboard a remote customer support team successfully

Effective onboarding is essential to modern business success, but it's not always easy – especially if you're trying to onboard a remote customer support team.

Article
5 min read

How a ticketing tool helps SMBs scale with growth

For up-and-coming companies, seeing the business grow can be immensely fulfilling. Yet it can also be…