Employees are customers, too: why building a better internal help desk matters
Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success
Agent education: 3 top priorities
Three Zendesk experts share insights into what companies should emphasize when considering agent growth and continuing education
5 tips for training call center agents
Did you know that agent demeanor is even more important to consumers than fast resolution or shorter hold times? Here are a few tips to help your agents help your customers over the phone
The short path from Swedish lawn bowling to advocacy training & development
Some of us aren’t so great about answering when opportunity knocks. Not the case with Justin Helley. He manages the Advocacy Training & Development team
5 qualities of the perfect customer service employee
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for the role of customer support agent, while others don’t. So what is it that makes these “perfect” individuals different? What are the traits that make them the ideal candidates
Shadowing: A day in the life of a Tier 1 advocate
Meet Rodney, our Tier 1 team lead at Zendesk’s headquarters in San Francisco. After earning his degree in Resort & Hotel Management in college, Rodney planned on a career in business and hotel management. Instead, he
Phone support 101: 5 training tips for new agents
Answering support calls for the first time can be nerve-wracking. Agents never know what a customer will say, and each call is different. That’s why the best way