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How Zendesk is transforming CX in 2020
We’re excited to announce the official release of the Support Suite, the Sales Suite, and Sunshine
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6 min read
Can burnout actually be good for you?
Health and wellness consultant Jenny Dempsey believes it can. In fact, she credits burnout for leading…
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4 min read
3 reasons why time tracking software saves more than time
Some executives may overlook implementing time tracking software in their companies. They may want to avoid…
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7 min read
The incomparable value of community moderators
Central to any digital or online community is its community of moderators. Whether a moderator’s role…
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4 min read
Incoming integrations
In honor of the month of love, here’s what we love about February's incoming integrations. Read all about them
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6 min read
7 tips to avoid common pitfalls with AI in customer service
Puneet Mehta, Founder and CEO at Netomi, shares 7 tips to help ensure AI improves CSAT, agent satisfaction, and overall business value
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5 min read
Internal collaboration: why and how to prioritize teamwork first
When agents, other departments, and even external parties can easily collaborate, everyone wins. Take a look at why internal collaboration = outstanding customer service.
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5 min read
How an automation-first strategy delivers better human support
The rumors of a war between live support and automation have been greatly exaggerated. There’s a…
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6 min read
Why negative reviews could be the source of your next customer
Looking at negative reviews purely as the enemy can blind you to their true potential. They're an opportunity to win back customers and enhance your brand’s reputation
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The gift of productivity: 3 benefits of customer service team diligence
With customer-centric organizations turning to support agents' experience as the source of improved customer experience, productivity and team diligence are crucial
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10 min read
Ultimate guide to customer focus in 2024
Improving your customer focus starts by deepening your understanding of what customer focus means and building an effective customer focus strategy.
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6 min read
Strategies for leading others through continual change at work
The movie Groundhog Day provides a helpful kind of mantra for Dana Otto, senior manager of…
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4 min read
In the knowledge economy, harness the power of constant change
How recently did your company’s tech stack change? In 2018, companies’ average spend on SaaS products…
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7 min read
9 great sales leadership competencies, qualities, and skills
Want to know what it takes to succeed as a sales leader? Here are the key characteristics and skills needed for effective sales leadership.
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9 min read
Customer community: Definition, benefits, and tips for building your own
A well-run customer community can be an invaluable resource to a company and its customers.
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7 min read
The art of conversation—4 brands that use quality assurance for personalized interactions
Really great customer conversations can’t happen when agents are bound to a script—it just isn’t possible.…
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5 min read
Empathy Lab: Building community in the workplace from the inside out
Without trying to sound too depressing, more and more experts are noting that our sense of…
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