Best practices

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

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1 min read

Employee benefits: A guide for 2024

Learn what employee benefits are and why they matter, and then get ideas for programs that can improve employee retention.

Article
1 min read

What is employee performance management? A complete guide

Learn how to improve employee retention, development, and productivity in your workplace by muscling up your employee performance management.

Workforce engagement management

Article
2 min read

Workload analysis: Definition + step-by-step process

A workload analysis uses real-time data to help you understand how agents are spending their time to increase your support team’s productivity while maintaining their well-being.

Workforce engagement management

Article
1 min read

What is employee self-service? Benefits + tips to implement

Leverage employee self-service to provide 24/7 support to your workforce and enable your HR and IT teams to be more productive.

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Article
13 min read

Offboarding: Definition + how to offboard an employee

Employee offboarding is the process of helping an employee leave your company while creating smooth transitions for remaining employees and limiting your risks.

Article
1 min read

Workforce scheduling: What it is and how to hone it

A successful workforce scheduling strategy can increase team efficiency and productivity. Learn how to optimize your workforce schedules in our guide.

Workforce engagement management

Article
9 min read

Automated quality management (AQM): The complete guide

Embrace automated quality management to streamline your operations, reduce costs, improve the customer experience, and more. Learn the basics below.

Article
11 min read

What is employee development, and why is it important?

What is employee development? Employee development involves heightening the knowledge and skills of your organization’s employees.…

Article
1 min read

Human customer service: How to leverage AI to enhance customer relationships

Great customer experiences are about making personal connections. Discover why human customer service is important and how you can use AI to enhance it.

Introducing the world’s most complete CX solution for the AI era

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Introducing the world’s most complete CX solution for the AI era

Zendesk was founded on the belief that CX could be better, bringing a beautifully simple, easy-to-use…

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1 min read

What is employee well-being and why is it important?

Employee well-being is essential for companies to thrive. Learn how it impacts your business and strategies to prioritize well-being in the workplace.

Article
1 min read

AI in customer service quality assurance: A complete guide

AI in quality assurance can evaluate 100 percent of customer interactions, identify problematic cases, and uncover training opportunities to elevate your CX.