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Strategies, how-tos, and ideas to inspire you.


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What is interactive voice response (IVR)? A complete guide

IVR technology can be a game changer for call centers. Discover what an IVR system is and how it improves phone support.

Article
8 min read

What is a contact center? Definition, types, and use cases

Establish a flexible, dynamic contact center to drive customer loyalty and improve agent efficiency.

Article
10 min read

17 common types of customer needs (+ how to meet them)

Understanding customer needs is essential for building loyalty and driving business growth. Explore the most common types of customer needs and discover strategies to meet them in this comprehensive guide.

Article
13 min read

What is a customer success manager, and what do they do?

Learn the key responsibilities of the customer success manager role.

Article
10 min read

What is call listening? A guide for 2024

Use call listening to monitor customer conversations, provide high-quality service, and support agent growth.

Article
7 min read

What is an enterprise help desk? 6 big business benefits

Provide excellent support experiences at scale, improve productivity, and streamline your operations with an enterprise help desk.

Article
19 min read

Customer onboarding guide: 11 templates + best practices

Customer onboarding teaches new customers the value of your product or service. Use our customer onboarding templates to set customers up for success.

Article
9 min read

13 strategies for scaling customer support teams successfully

One challenge of growing a business is ensuring your customer service stays consistent. Learn how to scale your customer support without sacrificing quality.

Article
10 min read

What is a help desk? Definition, benefits, and functions

Effective help desks keep your customers happy and your employees productive. Learn more below.

Article
6 min read

Content management vs. knowledge management: Key differences

Learn how to blend content management and knowledge management to improve your customer experience.

Article
16 min read

What is knowledge management? A guide for 2024

Knowledge management is critical for collecting and distributing information efficiently. Create your knowledge management process using these strategies.

Article
8 min read

Customer retention rate + formula: A guide for 2024

The customer retention rate tallies the number of customers a company retains over time. Learn more about customer retention and how to calculate it.

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Read the Zendesk Customer Experience Trends Report.

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7 min read

Call center training: The essential guide for 2024

Call center training enhances agent development and productivity to make customers happier. Explore our guide for tips and download our training template for call centers.

Article
12 min read

Top 10 change management models: A comparison guide

Adapting to change can be easy. Learn about the top 10 change management models and methodologies to help your team successfully navigate organizational shifts.

Article
12 min read

15 call center resume examples, tips, and templates

Create a winning call center resume and stand out from the crowd with these tips, tricks, and examples.

Article
20 min read

Loyalty programs: How they work, tips, and examples

Loyalty programs can encourage customers to continue purchasing from your brand. Learn why that’s important and explore examples you can emulate.

Article
7 min read

18 call center tips for delivering exceptional customer service

Follow these call center tips to improve customer satisfaction, reduce agent burnout, and boost productivity.

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