Customer support management

Article
6 min read

15 customer service videos worth watching

Explore a list of the most current customer service videos, including TED talks, training tips, tutorials and CX thought leadership.

How to deliver customer service in a rapidly changing world

White paper on how to deliver customer service in a post-pandemic world

Article
8 min read

How to measure customer satisfaction: advice from industry leaders

Measuring customer satisfaction is critical to growing your business, but don’t take our word for it. Here's how industry experts use customer satisfaction metrics.

3 min read

How investing in customer experience helps startups grow

Europe’s startup ecosystem may still have a way to go to bridge the gap to Silicon…

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
7 min read

Scaling your support team: 7 common questions answered

Many small and midsize businesses (SMBs) rely on a patchwork system of multiple tools just to…

3 min read

Using technology to deliver best-in class service when it counts

The effects of COVID-19 for customer support teams have been far reaching. For service agents in…

3 min read

Retail reopening - the importance of an omnichannel service approach

As Europe begins to work through a phased scheme to ease lockdown restrictions, retailers are slowly…

Article
7 min read

Through the CIO lens: 5 important CX trends for 2020

Discover more CX trends that we're seeing in 2020 and find out how CIOs are in a unique position to drive their organisations towards customer centricity.

Article
6 min read

Content management v. knowledge management

The real differences between content management and knowledge management – spoiler alert – scaling businesses need both

Article
7 min read

The knowledge management system in practice

A knowledge management system helps people find, contribute to or benefit from a company's institutional knowledge.

Article
11 min read

How to start a call centre (without breaking the bank)

What is a call centre? Put simply, it’s a team of customer service agents that responds to incoming calls concerning customers’ problems. Here’s how to start one.

Article
5 min read

Inbound vs outbound call centres: What's the difference?

Learn what makes an inbound call centre different from an outbound call centre and how they can benefit your business

Article
7 min read

The top call centre tips for beginners or experts

Follow these etiquette tips to make your brand stand out and your customers feel truly cared for.

Article
10 min read

How to choose a CRM system: A step-by-step guide

A CRM can boost sales productivity and drive revenue—but only if you choose the right solution. Read our article to learn how.

Whitepaper
1 min read

Meeting the advanced challenges of modern CX

For large organisations, meeting customer expectations at scale is complicated. And doing so today looks entirely…

Article
3 min read

Helping to prepare your team: Getting the most from Zendesk

We have compiled a list of product features and ideas to help your team continue to work effectively from home

Article
24 min read

Customer service training: The complete guide

Prepare your team to deliver great customer experiences with this customer service training guide—and download our template.

Guides and ebooks
15 min read

Building and managing a virtual support team

Virtual teams present different challenges and opportunities from those of an on-site team. Complete trust and…

Article
5 min read

Transitioning to a remote workforce

We've assembled some of our own best practices for working virtually. The goal: to ensure your…