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14 min read

Designing call centers for empathy—can it be done?

There is something that even the most customer-centric companies can’t change or control: the angry or…

Article
7 min read

How retail is changing, from the women leading the charge

Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps…

Article
6 min read

On the ground in Miami with our customer community

It’s a Tuesday morning in Miami. I should be stressed. I should be preparing for the…

Article
7 min read

4 things you can do to practice empathy at work

Is empathy the new ambition? It seems like it. Spend even a few minutes in leadership…

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Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
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…

Article
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…

Article
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.…

Article
6 min read

Let email lead the way with AI in customer service

Providing excellent customer service is harder today than it’s ever been. There’s an increasing number of…

Article
5 min read

3 strategies to improve customer service enablement

It’s no secret that providing exceptional customer experiences is both a competitive advantage and a proven…

Article
6 min read

Optimizing agent performance is everyone's job

W. Edwards Deming said it best, “Quality is everyone’s responsibility.” While this statement rings true in…

Article
7 min read

Beyond vanity metrics: 3 data points to fuel growth

Last year, we set out to answer a notoriously difficult customer service and experience question: “Does…

Article
9 min read

Customer loyalty is great, but what about loyalty to customers?

“Brands need to stop thinking about how customers are loyal to them, but how we are…

Article
6 min read

How 5 top brands use customer feedback to drive agent performance

There is a human behind every contact center interaction, and it’s the human element that makes…

Article
12 min read

Lessons from Reddit: 5 ways businesses can support digital altruism

When it comes to trending stories involving the internet, news about leaked emails, debates about online…

Article
7 min read

5 trends from retail’s 2020 Big Show

In addition to fresh starts and earnest resolutions, January calls tens of thousands of retailers to…

Article
8 min read

Putting brand values behind brand politics

You would think a taco truck could stay out of the swirling storm of outrage and…

Article
9 min read

Making public service customer service

Remember when you got your driver’s license—that first sweet, sweet taste of freedom? In the midst…

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