Modern tools for customer support operations teams
Products and insights built for CX leaders and Zendesk admins who want better workflows, smarter staffing, and happier agents.
Zendesk Apps
Lightweight, opinionated apps that remove friction for support teams.
Consulting Services
With over 10 years of experience building and scaling contact centers, including growing Peloton’s support team from 10 to 3,200 agents, we help companies design better processes, implement the right tools, and unlock efficiency in customer support operations.
Zendesk Optimization
Streamline your Zendesk instance with best practices, automation, and apps that reduce repetitive work for agents.
Operations Strategy
Build scalable processes that improve agent productivity, reduce handle time, and deliver better customer experiences. Use our staffing calculator to plan headcount.
Implementation & Training
Get hands-on support with tool rollouts, workflow design, and team training to ensure lasting adoption and success.
From the Blog
Practical insights on Zendesk, support operations, and scaling CX teams.
Call Center Shrinkage Explained: How to Calculate It and Why It Breaks Staffing Plans
A practical guide to call center shrinkage, how to calculate it, common mistakes, and how shrinkage fits into forecasting, Erlang C, and workforce planning.
Erlang C Explained: How to Calculate Call Center Staffing Without Over or Under Hiring
A practical guide to Erlang C for contact centers, including assumptions, pitfalls, peak staffing, and how to use Erlang C calculators correctly.
Call Center Forecasting 101: How to Forecast Volume and Staff a Scaling Contact Center
A practical guide to call center forecasting, common pitfalls, peak staffing strategy, and how to use Erlang C to plan headcount as you scale.
How to Design a Support Playbook for Outages and Major Incidents
Learn how to build a practical support playbook for outages and major incidents, including clear roles, incident management process, tooling, agent communication, fire drills, and data sharing that ensure teams are ready when incidents occur.