March has been a busy month here at SAS. In between finalizing our March Madness brackets, we’ve also been working on SAS Flex platform updates and rolling out new features based on feedback we’ve gotten from customers and staff alike. Check out our March 2022 release notes which includes an updated way to view and […]
Grow Your Career and Get Certified as a Customer Service Professional If you’re looking to advance your career in customer service, becoming a certified customer service professional can set you apart from the competition. CustomersFirst Academy offers a variety of online certification programs that can help you master the art of exceptional service. With self-paced, […]
In today’s fiercely competitive business world, the key to success lies in exceptional customer service. To give your team the edge they need, it’s crucial to provide them with top-notch customer service training. That’s where CustomersFirst steps in, offering a modern and comprehensive online training courses designed to supercharge your team’s customer service skills. New […]
Published on 5th August 2024 by Gemma Harding Peak seasons are a defining moment for e-commerce stores, bringing both tremendous opportunities and notable challenges. Preparing for these high-demand periods is crucial for maximising sales and ensuring smooth operations. This article offers practical advice and strategies to help e-commerce store owners and managers navigate peak seasons […]
Communication bottlenecks cost businesses time and money. Our latest release targets four specific pain points we’ve identified through customer feedback. These updates to RingCentral aim to remove common obstacles in contact management, call handling, platform integration, and team collaboration. Contact experience coaching efficiency Call management flexibility Microsoft Teams and cross-platform integration Asynchronous communication for distributed […]
By using canned responses, you can significantly streamline the communication with customers. However, such responses should be used wisely, as otherwise the customer service will lose its personal touch and will seem robotic. Modern customers are fed up with chat bots and seek personalized experience while interacting with a business. One of the keys for […]
A Foolish Idea There is a firmly held belief amongst managers and H.R. professionals that the way to get people to perform better is to pay them for it. It “stands to reason” that employees are “coin-operated”, and it is a primary tenant of our management practices. If you want people to work harder, you […]
In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, […]
Finding the right balance in staffing a live chat customer service team is the challenge many companies face today. If a company is customer-oriented and focused on excellent service and experience the main issue they need to solve is to find out how many customer support agents they need on live chat. It is not […]
Image courtesy of Pixabay I originally wrote today’s post for Forbes. It appeared on the Forbes site on November 14, 2018. I’ve made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here. In this follow-up to my recent […]
