Customer relationships
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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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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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