Report: How AI is transforming the economics of customer service
Customer expectations are higher than ever. They demand fast, seamless, and personalized support—24/7. Traditional customer service…
Article
12 min read
Escalation management: Best practices + how to manage it
Escalation management can help organizations solve customer issues quickly and efficiently. Learn how you can bring it to your organization.
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2 min read
Human-centric AI adoption powers startups to scale strategically
Leaner teams don’t have to mean lower impact—especially with AI as your advantage. And most consumers…
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1 min read
10 essential books and podcasts for IT leaders in 2025
These 10 essential resources, curated by our team of experts, will help you design better employee…
Article
1 min read
10 essential books for HR leaders in 2025
These 10 books for HR leaders, curated by our team of experts, will help you enhance…
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4 min read
Agent copilots: The essential ingredient for AI success in 2025
This is part 2 of our AI Readiness series, designed to help CX organizations prepare to…
Article
5 min read
New year, new January integrations
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. KiteSuite (Support)…
Article
3 min read
Zendesk and Local Measure partner to deliver advanced voice solutions for enterprises
Earlier today at our annual company meeting, Zendesk announced an exciting strategic partnership with Local Measure,…
Article
7 min read
Latest customer service innovations for 2025
Over the last year, we have seen more change and innovation in the world of support…
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7 min read
How to improve soft skills in customer service teams
What are soft skills? Soft skills are the personal attributes and non-technical abilities that allow people…
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8 min read
The role of automation in contact center quality assurance
Unless you’ve been living under a rock these last couple of years, chances are you are…
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6 min read
What is natural language understanding (NLU)?
Native speakers often bend the grammatical rules of their mother tongue. Their language (both spoken and…
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12 min read
Intelligent virtual assistants: The ultimate guide
A version of this article first appeared as a guest post on G2’s Learn Hub. Intelligent…
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4 min read
What is a virtual agent?
What is a virtual agent? A virtual agent—which is used synonymously with “intelligent virtual assistant” or…
Article
3 min read
What is a support bot?
Today’s support chatbots are intelligent, AI-powered game changers In previous articles, we’ve written about virtual agents…
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3 min read
Getting started: Bots vs. humans
Not a sci-fi movie villain If you’re apprehensive about automation because you’re concerned it’s going to…
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4 min read
How AI uses feedback loops to learn from its mistakes
The best ideas were grown on the fertile ground of failure. And like the most innovative…
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