Maximizing Productivity in the Contact Center
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.
15 Statistics That Show How Gen Z Are Changing Customer Service
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.
2023 SANS™ Report: The State Of MDR
In about two years, Gartner predicts half of organizations will be using managed detection and response (MDR).1 The pace and lethality of attacks require greater operational capacity and expertise – and offloading 24/7 detection and response while you focus on strategy is probably an inescapable good thing. In this report, the SANS Institute dives into the current state of MDR.
How Zendesk Helps HR Teams With The Employee 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.
Four Key Principles For Evolving The Employee Experience
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.
Better Customer Experiences With Omnichannel Engagement
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.
Manage Costs, Support Growth, And Drive Retention During An Economic Slowdown
During periods of economic instability and uncertainty, customer service leaders are faced with more than standard-fare challenges.
Navigating Hybrid Work: A Google Workspace Handbook
Navigate the world of hybrid work. Find out why hybrid is about more than just where you work, and learn how Google transitioned to a hybrid workplace.
