Designed just for support agents, this new track will give you an overview of all the key features and efficiency tools in Zendesk Support, Chat, and Talk, along with content sessions catered specifically for support agents. Get ready for an interactive product training day with our team of experts, a day of learning from support professionals, and opportunities to meet other agents and master your skills.
November 13, 2018
9:00 am - 9:25 am
Welcome to Relate
9:25 am - 11:00 am
Zendesk’s Founder and CEO, Mikkel Svane, kicks off Relate with exciting Zendesk news that you don’t want to miss. Mikkel will be joined by special guests, featuring Brady Stewart from Levi Strauss & Co. While you may not need it, we’ll have plenty of coffee or tea to help jumpstart your day.
11:30 am - 12:00 pm
Cleo Wade seems to be everywhere lately—Marie Claire’s “50 Most Influential Women,” Fast Company’s “100 Most Creative People in Business,” and “Everyone’s BFF” by the New York Times. And there’s good reason for that. Cleo is an artist, poet, author, and Chime for Change advisory board member. At Relate, Cleo will share an original piece with our beloved audience and then chat with Khalida Ali (Zendesk) on the power of self-love, the impact of community building, and the importance of social justice.
12:00 pm - 12:30 pm
Tiffany Apcyznski, VP, Social Impact and Public Policy, Zendesk
12:45 pm - 2:00 pm
The Zendesk Omnichannel Experience for Agents, part I
We’ll start with how Zendesk works and how to navigate the Zendesk interface. Then we’ll dive into how to resolve a Support Ticket – you’ll identify conversation participants, issue information, ticket statuses, and ticket comments. You will also learn how to apply a macro and how to accept and respond to incoming chats in both Support and Chat. We will also cover best practices in ending a chat and asking for feedback.
2:00 pm - 2:15 pm
Refuel and network with other training attendees.
2:15 pm - 4:30 pm
The Zendesk Omnichannel Experience for Agents, part II
After learning how to solve a Zendesk Support Ticket, we’ll dive into phone support. You’ll learn how to receive an incoming call, return a callback request, make an outbound call, put a call on hold or mute, or transfer it.
4:30 pm - 4:45 pm
Wrap up and resources
You did it! Stick around for Relate day two for a full day of sessions designed just for agents (plus Mindy Kaling’s keynote).
4:45 pm - 7:00 pm
Opening night reception
November 14, 2018
9:00 am - 9:20 am
Welcome to Day 2
9:20 am - 9:55 am
In an attendee favorite session, Maxwell Luthy (Trendwatching) shares innovations from around the world. He also prepares you with key consumer trends that your company can use to kick ass in 2019.
9:55 am - 10:25 am
No matter what your CX role, technology impacts it. Hear from Adrian McDermott (Zendesk) and Gerardo Soto (Stanley Black & Decker) on what’s next in AI, platform, and IoT.
10:25 am - 11:00 am
Omar Johnson, Former CMO, Beats by Dre and Former VP of Marketing, Apple
11:30 am - 12:30 pm
Conflict in the workplace and conflict with customers is inevitable—and that’s a good thing. Join Amy Gallo, contributing editor at Harvard Business Review and author of the HBR Guide to Dealing with Conflict, to learn about how management research and practical insights can help you confidently navigate customer conflict like a pro.
1:30 pm - 2:00 pm
You’re an awesome customer support agent, aren’t you? But what’s next if you’re interested in moving up? Hear tips and tricks from Erin Hampe (Zendesk) who got her start as an agent and now manages support teams globally. Learn how you can use her journey to expand your own career in the CX industry.
2:15 pm - 2:45 pm
Heads up: You’re a kickass customer service guru, agent, or advocate. You bring your best self to the front lines every day and you’re changing the idea of customer experience. Come learn from your peers as Kayla Schmidt (Zendesk) sits down with rad support folks Simone Davalos (Slack) and Katie Duck (Zendesk) to respond to any of your questions—Zendesk, customer support, or life in general.
3:15 pm - 3:45 pm
We’re putting our CEO, Mikkel Svane in the hot seat to answer all your questions. Take advantage of this golden opportunity to pick his brain about the state of customer experience and all things Zendesk.
3:45 pm - 4:15 pm
The San Francisco Gay Men’s Chorus has been an integral part of bridging the LGBTQ community in the Bay Area and around the globe. Chris Verdugo (SFGMC) sits down with Mikkel Svane (Zendesk) to talk about creating a positive space for customers that may not follow your values. Your brand, just like music, can move hearts and minds to drive change.
4:15 pm - 5:00 pm
Mindy Kaling is not just an award-winning comedian, director, and writer. Mindy is an amazing human who gets human interaction. She knows we need more empathy in work and in life. She makes the conscious effort to understand the experiences of others. And she’s damn humble and funny about it. In our closing session, Mindy sits down with Elena Gomez (Zendesk) to chat about empathy, relationships, technology, and customer service—essentially all the things we care about.
Other events for agents
Connect with fellow support agents and learn from successful CX professionals.