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Article
4 min read
The 3-step process for better agent training
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how
Article
7 min read
How to use emotional data to build customer loyalty
In the 1990s, neuroscientist Antonio Damasio made a breakthrough discovery: people make decisions based primarily on…
Infographic
1 min read
4 steps to optimize your customer service technology
Implementing your technology solution is a major milestone—and just the first step in a journey. As…
Article
4 min read
11 tips to improve agent productivity and efficiency
Are you ready to take your customer support team to the next level? Follow these tips to boost agent productivity and efficiency.
Article
8 min read
Embarking on a digital transformation? Here’s how to bring your employees along
If there is one principle humans perpetually struggle with, it’s that we don’t operate in a…
White Paper
5 min read
Why inbound call centers are more relevant than ever
A customer in a deli pops their debit card into the machine for the fifth time.…
Article
8 min read
Digital transformation: hard, expensive, and worth it
“I love the term digital transformation,” said Lisa Nicholas, CEO of Digital Banking Services, wryly. “It’s…
Article
8 min read
Sometimes it’s not what you say... but how you punctuate
Is there a punctuation mark that you overuse? Chances are good there is, whether or not…
Article
6 min read
People, planet, profit: Peak Design’s Green Deal
Peter Dering had to earn his eponym. His firefighter father and intrepid older brother always went…
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Infographic
Meet your customers anywhere. Go omnichannel.
Customers expect to be served on their preferred channel, whether it be via phone, email, chat,…
Article
6 min read
The paradox of channel choice
It’s good to offer all support channels, but not all the time, and not everywhere
Article
6 min read
3 questions to ask when choosing the right BPO for your brand
When a company chooses a partner, the who and how are crucial. This is particularly true…
Article
7 min read
12 types of customers + how to support them
Customer service isn’t one-size-fits-all. Understanding the different types of customers can help you optimize the customer experience and hit your business goals.
Article
4 min read
The cure for support stagnation? A new integration
We’re closing out July with some great new integrations
Article
4 min read
Improve omnichannel support with modern call center software
Phone support has long been the anchor of the customer contact center, evolving from the legacy…
Article
11 min read
Guide to email marketing
Do you know what email marketing really is? Check out our guide to learn more about email marketing, best practices, and important metrics.
Article
4 min read
Yesterday’s extraordinary is today’s ordinary
Every business needs to consider how to continuously deliver better customer experiences that can compete with…
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