Agent tips
Latest storiesPage 3
Article
Three things to keep in mind when recruiting customer service agents
Here are some key activities for everyone involved in the process to make sure you’re effectively recruiting customer service agents
Article
When is it best to use chatbots vs. humans for customer service?
A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.
Article
你之前需要考虑哪些提供全球支持training
Global support training, when done correctly, can ensure you continue to provide great support as you expand to new regions
Article
5 benefits of using Zoom for remote customer support
Provide more in-depth and personalized remote support with Zoom and Zendesk integrations.
Article
Stairway to success: How to grow in your support role
Agent turnover can be a real problem for support teams worldwide. Manila-based Tier 2 agent Esperanza "Zsa" Trias shares her tips on charting a career path in customer service.
Article
Agents need cross-channel communication
Here's why omnichannel support for agents and customers is a necessity
Article
Skills-based routing: Route your way to success
Skills-based routing (SBR), is a strategy used by support teams to match customers’ requests and questions to the most suitable pool of agents, based on their set of skills, instead of showing tickets to all available agents, whether or not they are qualified to answer them
Article
Collaborate across your ecosystem with Side Conversations
Getting the right information to or from the right people in a large organization is easier said than done. True collaboration can then sometimes seem like a pipe dream. Enter Side Conversations, part of the Collaboration add-on for Zendesk Support designed to save time and streamline internal operations.
Article
The four C’s of cherry-picking
With cherry-picking, rather than choosing the next available request your agent chooses one they’d rather work on
Article
Time to build a support operations team
It might be difficult to determine how and when to add a support operations team. Learn how we did it.
Article
Happier agents go with the flow
Being in the zone feels great, because it is great. These tips will help make flow state a steady part of your experience as an agent.
Article
The key to great service? Saying “I don’t know”
Meet Zac Renault, a Zendesk customer advocate who provides French language support. He's an avid table tennis player and someone who isn't afraid to say, "I don't know" when he encounters a tricky customer issue.
Article
Are your customer service representatives happy?
It's not always easy to tell if customer service representatives are happy or not, but agent satisfaction surveys and agent performance metrics can help
Article
8 support manager skills to develop
6 support manager skills to focus on that will ensure your support team will be ready for anything
Article
6 tips to hone your support superpowers
To hone your support superpowers, here are 6 tips to keep top of mind when offering customer support
Article
Tip of the Week: Auto-assigning Tickets
Today’s tip of the week describes how to automatically route tickets to a particular agent, or…
Article
Why staffing can make or break your omnichannel strategy
A critical part of actualizing your omnichannel strategy is how you organize and manage your team to staff multiple channels
Article
What it’s like on the front lines of support
支持looks different from company to company. We asked a few agents on the front lines of our Tier 1 support for insights into guiding and empowering customers.
Article
Ibotta scales training hurdles with Zendesk and Lessonly
Lessonly and Zendesk provide a powerful one-two punch for customer service and care agent training and…
Article
The ROI of empowered agents
Agents who feel empowered show improved performance and increased loyalty—a serious boon in today’s competitive business landscape