See how you can master change management, a structured approach to organizing people, processes, and technology in order to smoothly implement change within a company

Focusing on customers' needs is crucial, but creating a rich employee experience can be just as important to a company’s long-term success

Self-service portals save agents and customers valuable time; more and more companies find that an internal knowledge base helps accomplish the same thing for employees. Here’s how to optimize a knowledge base for internal use.

How did Slack go from zero to millions of users so quickly? They did something clever: they created Slackbot to proactively engage and onboard their customers.

Our employee satisfaction survey guide shares insights on who to survey and how. Engaged employees mean a healthier business

In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies

We all have our fair share of job-related woes. Unfortunately, a recent Gateway Research report found that support agents have their fair share. Here’s how to meet those frustrations head-on

I recently attended a Gartner event in Las Vegas. It was designed to support the business and IT professionals who focus on customer initiatives for their organizations. At lunch the first day I sat with the VP of customer service at one of America’s oldest food companies. Curious, I asked, “What’s of most value to […]

Follow this Zendesk community tip from BetterCloud to improve feedback loops using the Zendesk API, Google Sheets, and the Google Apps Script

The focus at HR Technology’s annual conference and expo, held last week in Chicago, focused on human-centered design, a framework that solves problems by involving the human perspective. HR Tech is the world’s largest

Implementing a Human Resources Information System (HRIS) is one of the primary investments any HR operations team can make. Yet much of the day-to-day support that HR provides still happens over email

Human Resources (HR) professionals may have a reputation as mediators of disputes and personnel complaints, but internal relationship-management is just one part of the job. HR teams have become a strategic business partner, attacking one of the most pressing corporate priorities

Great products are often born to fill a need in the market, but the Bombas story is different. The company’s founders, David Heath and Andy Goldberg, didn’t start a sock company because they had engineered

At this year’s National Retail Foundation (NRF), Eric Feinberg of ForeSee presented a session about one trend that’s more likely to become a mainstay: the convergence of customer experience and employee engagement

Meet Benjamin, a veteran Tier 1 advocate working from Zendesk’s Madison, Wisconsin office. When he joined Zendesk, the Madison office was less an office and more a basement, and the team

As noted elsewhere, the state of parental leave in the U.S. supremely sucks. We’re still one of only a few countries around the globe to not have paid parental leave at the federal level. A few states have

Want to develop lasting relationships with your customers? Think about how to develop lasting relationships with your employees first.

Flextime was originally developed to deal with problems caused by transit times during peak hour and to attract and retain staff with family commitments. It grants workers greater flexibility in starting and quitting times while maintaining a core time they are present in the office.

Good customer service applies to any department, and it encourages the kind of interactions that help create strong relationships. Relationships which create real, lasting value

We all have customers, and we’re all customers

When someone contacts your company with a question or issue, they don’t care if your business is B2B or B2C, they’re probably seeking an H2H interaction: human to human. If your customers are human beings

Zendesk is traditionally used as a tool to collect and manage customer conversations, for communicating with those customers who reach out for help. But what about your customers who don’t reach out?

I went through my years in IT support never knowing the difference between incidents and problems. My colleagues and I would use them interchangeably when it came to logging faults and I’d say many support analysts are the same

There’s nothing more customer-centric than actually asking your internal customers how happy they are with your service. Our own Zendesk Benchmarking shows a great customer satisfaction figure of 95% for IT Services