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Article
2 min read
AI customer feedback analysis: A complete guide
Learn how to use artificial intelligence to gather, analyze, and understand customer feedback, which can lead to a more effective customer experience.
Article
AI in HR: Top use cases and benefits
AI in HR is helping make employee service more efficient and personalized throughout the entire employee lifecycle. Discover more in this full guide.
Article
Customer feedback analysis: Overview, steps, + template
Discover actionable steps and practical tips to improve your customer feedback analysis. Use our free template to make the process easier.
Article
4 min read
A guide to support quality assurance in hospitality & travel
For the travel & hospitality industry—think airlines, travel agencies, accommodation services—support quality assurance is more crucial now than ever.
Article
1 min read
Top customer service quality assurance interview questions
Considering a career change or want to hire a quality specialist? Take a look at popular customer service QA interview questions and answers.
Article
2 min read
How does quality assurance improve customer satisfaction?
It's tough to improve customer satisfaction when it seems like an ever-moving target. Quality assurance helps you take a proactive approach.
Article
7 min read
Fall into fresh integrations this September
Here are the newest integrations from Zendesk to help your team provide top-quality experiences. Tangle (Support)…
Article
2 min read
Capgemini and Zendesk: Making personalised customer experience a reality
(Zendesk partner guest article originally published on Capgemini Insights) Capgemini’s Intelligent Customer Interactions solution leverages Zendesk…
Article
1 min read
How to outsource customer service without losing quality
How to combat the main problems when outsourcing customer service: employee attrition, limited control, and lack of consistency? Follow this guide.
Article
1 min read
AI for customer success: Benefits + use cases
Use AI for customer success to create personalized journeys, reduce customer churn, and lower business costs, all while improving customer experiences.
Article
1 min read
How to calibrate your customer service QA reviews
Here’s how to calibrate your customer service QA reviews to make sure all of your reviewers are aligned in providing consistent, helpful feedback.
Article
14 min read
Customer service ROI: How to measure and improve it
Customer service ROI is the total impact of investments in improving support quality and efficiency. Learn how to calculate and improve ROI in this guide.
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What is employee service management? Complete guide
Employee service management is a strategic initiative aimed at elevating employee support by streamlining HR and IT services, automating routine tasks, and empowering employees with self-service capabilities.
Article
2 min read
Auto QA: How to automate customer service quality assurance
Automated quality assurance will help define the future of support. Find out what that means, and what Auto QA can do for you.
Podcast
1 min read
Harnessing AI-powered efficiency for deeper customer connection—with Lush’s Naomi Rankin
With their special blend of AI efficiency and a personal touch, Lush is delivering better support for their customers and their business.
Article
Customer service quality assurance job description: Examples
Looking for a customer service quality assurance specialist? Use a job description template and get inspired by real-life examples.
Article
Customer service audit checklist for better CX
A customer service audit is one of the best tools in your toolbox to ensure you offer high-quality support.
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