Leadership

Article
4 min read

Mastering change management

See how you can master change management, a structured approach to organising people, processes and technology in order to smoothly implement change within a company

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
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
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…

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
3 min read

Growth requires change

Company growth yields many opportunities and challenges.

Article
3 min read

8 support manager skills to develop

Organizations and management structures are always changing.

Article
4 min read

Sales and support: Collaborating to increase growth

This is the third post in a four-part guest blog series from Base CRM dedicated to exploring the ways that sales and support can partner to help drive each other’s KPIs and business objectives

Article
3 min read

Which call center metrics should you really focus on?

There are a few call center metrics that tell a broader story beyond the number. They can even provide details you weren’t looking for in the first place

Article
1 min read

Uncover the true value of your customer support organisation

Uncover the true value of your customer support organisation with the technology trends that matter most in 2017.