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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
6 min read
How not to be an asshole when you quit your job
As far as this author knows, these are the three scenarios when leaving a company that…
Infographic
1 min read
Your guide to the wonder years of knowledge management
Companies running the gamut from SMBs to enterprise have built robust help centers, enabling customers to…
Article
11 min read
CRM best practices for every stage of the sales funnel
Learn how to get the most out of your CRM through every stage of the sales funnel, from prospecting to won/lost deals.
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8 min read
The many roles of a customer service executive
Most careers come with extra responsibilities, beyond what was outlined in the job description, especially in a fast paced field like customer relationship management
Article
5 min read
What’s your type? 4 types of customer service operations
“Actions speak louder than words,” right? In our latest Zendesk Benchmark report (released today), we decided…
Article
5 min read
Uncovering the hidden costs of CRMs
The upfront price might look great, but it's worth your time to figure out the true total cost of your CRM.
Article
6 min read
3 simple steps to inbox zero
Email: the modern day panacea for office communication, sharing funny memes with friends, and those “did…
Article
8 min read
What is customer experience management?
Create a customer experience management strategy to build connections with your buyers, foster loyalty, and stand out from the crowd.
Article
3 min read
The integration party never stops
We’ve got 13 great new integrations to tell you about! That’s right, 13, the luckiest number of all time.
Article
11 min read
Cold at work? Why it's time to turn up the heat on conversations around workplace norms
For many adults, “9 to 5” is more than just a Dolly Parton smash hit—it’s their…
Article
4 min read
Omnichannel analytics: what the metrics can show you
An omnichannel approach to customer support requires a dedicated strategy, one that will need to be measured for effectiveness
Article
12 min read
Building teams, choosing joy, and getting personal: Meet Beth Held
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article
4 min read
Introducing batch data management: a clear path to high-quality data
Take full control of your sales and customer data.
Article
6 min read
4 ways to use your CRM to power your sales and marketing feedback loop
Trying to align your sales and marketing teams? Discover four ways to use your CRM to propel an effective feedback loop between departments.
Article
5 min read
No Hard Feelings takes on managing emotions at work
Editor’s note: So much great business advice, so little time to read. That’s why each month…
Article
5 min read
7 ways to improve your agent capacity
If your agents are constantly switching between channels and unable to communicate and collaborate in real…
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