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How to spot a phishing attack

Phishing emails often appear normal, but it’s easy to identify warning signs if you know where to look

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Is your customer support team ready for the holidays? Article

Is your customer support team ready for the holidays?

As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush

The 5 most important customer service techniques Article

The 5 most important customer service techniques

Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time

The 3-step process for better agent training Article

The 3-step process for better agent training

Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how

How your support team can nurture your community Article

How your support team can nurture your community

As a Community Engagement Specialist, Brett Bowser applies years of hands-on customer-service skills to a different, and increasingly essential support experience

Don’t be afraid of change Article

Don’t be afraid of change

Without a change management process to ensure success, all kinds of disruptions can occur, slowing down productivity and eating away at resources

More than just a rep—the modern customer service job Article

More than just a rep—the modern customer service job

In the era of the customer, the customer service job has evolved beyond its tired clichés and become a full-fledged (and promising) career

Why support advocates should never fear the banana Article

Why support advocates should never fear the banana

Robin Frerichs is in the unique position of supporting Zendesk support agents, building a bridge between customer experience and the advocate experience

Customer experience is a team sport Article

Customer experience is a team sport

As products become increasingly complex, effective cross-departmental communication is a must—and the key is to treat customer service like a team sport