ServiceFirst: Customer Service Blog

Our blog, ServiceFirst, features customer service tips, suggestions about how to configure your AnswerFirst account and topics relating to the call center and customer service industries.

Helpful Call Center Certifications and Training Techniques

By | 2018-08-10T11:23:20+00:00 August 10th, 2018|ServiceFirst: Customer Service Blog|

Studies show that most customers call businesses because they need or want something immediately. And, self-service options don't meet that need. As a result, many businesses have implemented in-house call centers to deal with large volumes of inbound customer service inquiries. For businesses that are providing 24/7 customer support, their call center agents deal with every [...]

What Are Contact Center Solutions?

By | 2018-08-06T12:34:07+00:00 July 31st, 2018|ServiceFirst: Customer Service Blog|

Contact center solutions are services provided by call centers that allow businesses to operate as efficiently as possible at all times. There are many different services that can be outsourced to contact centers including: message taking, customer service, voicemail, and much more. These solutions can save businesses money while also improving the level of service [...]

What Are the Benefits of Outsourcing Customer Service?

By | 2018-07-30T10:41:35+00:00 July 22nd, 2018|ServiceFirst: Customer Service Blog|

Businesses of all sizes and in almost every industries are outsourcing customer service. There are a lot of reasons why so many businesses have decided that third party contact centers are the best option for providing their customers with excellent customer service experiences. Research shows that 60% of businesses consider customer service to be one of [...]

The 20 Most Important Customer Service Skills

By | 2018-07-26T16:32:11+00:00 July 15th, 2018|ServiceFirst: Customer Service Blog|

Customer service is one of the most important aspects of any business. Good customer service increases customer loyalty, generates word-of-mouth business and increases the amount of money customers spend. Poor customer service has the opposite effect and can even destroy a brand. AnswerFirst has been in the customer service industry for more than 20 years [...]

How Can An Inbound Call Center Act As A Brand Ambassador?

By | 2018-08-13T17:16:46+00:00 July 3rd, 2018|ServiceFirst: Customer Service Blog|

Every company should strive to make their call center into a brand ambassador. A brand ambassador embodies all of the values, beliefs and attitudes of the company they are working for. The more effective a company’s inbound call center is, the better their chances are of increasing both brand awareness and sales. Those who want [...]

What is PCI Compliance and Why Does it Matter?

By | 2018-07-01T12:08:10+00:00 June 30th, 2018|ServiceFirst: Customer Service Blog|

Where does PCI compliance originate from and what does it all mean for your business? The development of this business standard stems from a concern over credit card fraud and consumer security. PCI stands for the Payment Card Industry and is more formally known as PCI DSS - the Payment Card Industry Data Security Standard. [...]

10 Important Customer Service Skills Your Team Must Have

By | 2018-07-08T22:31:27+00:00 June 27th, 2018|ServiceFirst: Customer Service Blog|

What really sets your business apart in the minds of your customers and clients isn't your goods or services. While you may have a phenomenal product to sell, what sticks in their minds is how you treat them. Customer service skills are essential to good business. They're what turn first-time buyers into long-term customers. Find [...]

Do Customers Prefer Email Over Calls? Here’s Why You Should Answer the Phone!

By | 2018-06-25T13:58:38+00:00 June 25th, 2018|ServiceFirst: Customer Service Blog|

Wondering if you should still include your business' phone number on your site's Contact page? Would anyone still call you when today's digital age allows them to email or chat you when they need assistance? The short answer is yes, you should. Calls are making a comeback, after taking a step back as chat services grew [...]

5 Steps to Deescalate an Upset Caller

By | 2018-07-01T11:57:30+00:00 June 20th, 2018|ServiceFirst: Customer Service Blog|

Customer service representatives handle calls from angry people every day. It's not easy, but the ability to successfully deescalate these calls is essential to a company's bottom line. In fact, U.S. companies lose about $41 billion each year because of poor customer service. People don't only share their negative experiences via word-of-mouth. In our digital age, they [...]

How the Pros Do It: 7 Tips for Handling Inbound Calls

By | 2018-06-25T13:54:35+00:00 June 17th, 2018|ServiceFirst: Customer Service Blog|

Do you still remember that Comcast service call that went viral in 2014? The incident was such a nightmare. Media outlets called it hellish, condescending, and terrorizing. Of course, that's the last thing you would want for your company. But even your best employees could flub an important call. You see, handling inbound calls need specific skills. Skills that [...]