In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. Despite a full staff of agents, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, […]

Gen Z is on the rise, and just like Millenials before them, their entrance into the market promises a significant shift in the types of services and experiences businesses need to offer to stay relevant. Download this infographic and see 15 statistics how Gen Z is reshaping business.

There’s no customer experience without artificial intelligence (AI). Join us to watch Zendesk CTO Adrian McDermott lead us in an engaging presentation focused on AI’s next frontier. its impact to CX, and how to stay on the cutting-edge of your customer experience.

Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter. That expectation has carried over into the workplace, where employees have the same standards of service as they do for the businesses they patronize. Now more than ever, human resources departments […]

There is no shortage of challenges that companies and HR organizations now face as a result of COVID, and how to best evolve the employee experience is a question that has surfaced as a result. Everyone is trying to figure out what the employee experience looks like when working from home, back in the office, or a hybrid of the […]

Designing a support experience that enables you to have natural conversations with your customers regardless of channel sets up your organization to provide exceptional service both now and down the line. Though it might be tempting to add products and channels piecemeal as you grow, it becomes difficult to later connect the dots and data and provide consistent conversational experiences. […]

During periods of economic instability and uncertainty, customer service leaders are faced with more than standard-fare challenges. These generally fall into three primary categories:• Lowering and prioritizing costs• Scaling for growth and finding creative ways to increase revenue• Retaining customers, who may be facing these same challenges Any of these are difficult on their own and may feel insurmountable when […]

Text notifications fail to deliver on the promise to convert customers. Find out why SMS is an expensive and poor-converting channel, and uncover mobile messaging alternatives to get higher conversions at half the cost. It’s time for product managers and marketers to look beyond the “Black Box” of SMS for mobile notifications. From marketing to transactional and operational messages, SMS […]