Tricia Jenkins

10月 012019
 

On behalf of the entire global Customer Contact Center, “Happy CX Day!” to all our SAS users!

Customer Experience Day (aka #CXDay2019) is one of our favorite days of the year—when we can reflect on customer interactions, questions and feedback from the past year—and look to the year ahead for ways to enhance our customers’ experience, like expanding our support options and helping drive improvements to our website and self-service offerings.

Plus, it gives us another excuse to celebrate all of our wonderful SAS users and partners! Whoohoo!

The opportunity to join our users on their journeys with SAS—from acquiring SAS, to learning, updating and renewing it, to attending SAS events, and beyond---is one of our favorite aspects of our jobs!

To show our appreciation, we want to share a little love.

 

 

….they are curious and passionate, and ask great questions that help us learn something new each day! - Mary

…they are passionate and dedicated to learning SAS! I love how users are always willing to help with new users’ questions in our SAS Communities groups! - Antionen

…they’re using SAS in such innovative and amazing ways to help make the world a better place. - Tricia

… we get satisfaction by providing the answers to tough questions. It makes our jobs worthwhile knowing that we have added personal value to anyone who has reached out to SAS. - Lida

...by caring for people, we’re a part of making the unimaginable possible. - Keila

…of the exciting ways they’re applying SAS to change lives – from new advancements in cancer research, clinical trials and drug testing, learning about species and ecosystems in efforts to protect endangered species and biodiversity, to impacting young lives by using advanced analytics to measure, as well as impact, student progress in K-12. - Lisa

Not familiar with the Customer Contact Center? We’re the folks who answer your SAS inquiries and point you in the right direction to get the help you need. Well, that’s part of what we do! We don’t just answer questions, we’re also listening to you and looking at ways to make things easier to navigate, simpler to find, and faster to share.

Get to know us better! Fun facts about our team:

  • We’re located in four SAS offices:
  • Collectively, our team speaks and supports 17 languages
  • …and supports nearly 100 countries
  • Some engagement professionals on our team speak more than three languages
  • We collaborate with just about every team at SAS
  • In 2018, we received over 113,000 inquiries worldwide
  • ~55% of SAS customers choose live chat as their communication channel
  • So far this year, we’ve received over 80,000 inquiries from around the world
  • The two most common SAS topics we’re asked about are SAS Training and Analytics U options

If you need any help, want to share feedback, or simply want to talk SAS, please reach out to us!

You can chat with us live on the SAS website, tweet us @SAS_Cares, or contact us via phone, email, or web form.

Want to collaborate with other SAS users? Search for answers or post questions in the SAS Support Communities. This is a great resource for your usage questions! If you're new to SAS, consider frequenting the New SAS User Community, where friendly, knowledgeable volunteers like KurtBremser are eager to help.

Wishing you a fabulous CX Day!

Happy Customer Experience Day! was published on SAS Users.

8月 222016
 

As I mentioned in Part I of this SAS Back to School Guide, SAS offers many options for teaching and learning SAS at low or no cost. Below, I’ll go into a little more detail on what’s included, common installation questions, license renewals and more. You may also want to […]

The post SAS Back to School Guide Part II: Getting access to SAS Software for teaching or learning appeared first on Generation SAS.

8月 202016
 

It’s that time of year—time to get your rear in gear! The start of a new semester can be overwhelming—new books, new subjects—but we’re making it easy to learn SAS, with loads of available resources. Below is a guide to some of the most common inquiries we get from students […]

The post SAS Back to School Guide for Students (Faculty and Admins, too!) appeared first on Generation SAS.

7月 062016
 

Disclaimer: before you get overly excited, PROC EXPAT is not really an actual SAS procedure. Sadly, it will not transfer or translate your code based on location. But it does represent SAS’ expansion of the Customer Contact Center, and that’s good news for our users. Here’s the story behind my made-up proc.

My mission

“Buon giorno!” “Guten Tag!” “Bonjour!” Excitement is in the air, the team buzzes. I’m not at an international airport, I’m at the new SAS office in Dublin, Ireland. I’d been given a one-month assignment to help expand operations, providing training in the Customer Contact Center across channels to deliver exceptional customer support and create an enhanced customer experience around the globe. It was such a rewarding experience!

SAS is a global company with customers in 148 countries, at more than 80,000 sites. The EXPAT Procedure is what I’ve coined my month-long adventure in Dublin, training and supporting our newly expanded Customer Contact Center team. So, what does this mean for you? It means additional customer care and expanded hours for all your inquiries and requests. Win!

Bringing expanded customer service to Europe, Middle East and Africa

The expansion was announced last fall, when SAS revealed plans to open a new Inside Sales and Customer Contact Center in Dublin—an investment of around €40 million with a projected 150 new jobs to be created—to provide support across Europe, Middle East and Africa (EMEA).

The new office models the US Customer Contact Center (and this is where I come in), providing support for customers in their channel of choice—be it social media, Live Chat, phone, email and/or web inquiries. We field general questions about SAS software, training, certifications or resources, as well as specific issues, like errors in your SAS log. The Customer Contact Center is here to assist, and now our customers in EMEA can benefit from the added support as well.

And we’re not just answering inquiries, we’re listening to our customers. We’re always looking at ways to make things easier to navigate, simpler to find, and faster to share. And we love customer feedback, whether direct or indirect, to enhance your experience with SAS.

The new team in Dublin is comprised of multi-lingual individuals with loads of experience in the tech industry. They have begun covering the United Kingdom, Ireland and Italy and it’s been amazing working with such a knowledgeable, patient and fun team with a great sense of humor. I think you’ll like them, too.

While I’ve been assisting with training the team on everything SAS, I’ve gotten a little training myself, working in a new office in a different country, surrounded by colleagues from more than 15 countries across the pond. A reminder of the wide reach of SAS, impact of Big Data analytics, and importance of our worldwide SAS users.

It’s an exciting time for the Customer Contact Center, SAS and our customers. If you’re located in EMEA, don’t hesitate to reach out to us!

tags: facebook, linkedin, sas customer contact center, social media, twitter

PROC EXPAT – Expanding SAS’ global customer service was published on SAS Users.

4月 132016
 

A SAS technical resource guideOn the search for some SAS notes, workarounds or sample code? What you may not know is that there are a ton of SAS resources out there providing examples, tips and tricks that are great to have in your tool belt! Many of these resources provide sufficient insight and resolutions without the need for Technical Support assistance… you just have to know where to look!

That’s where I can help. Below, you’ll find a few handy technical resources that are great references, and definitely worth bookmarking if you haven’t already!

First, if you’re looking for guides, documentation, or technical papers, there are a few places you’ll want to visit:

support.sas.com is a good place to start. Here you’ll find system requirements, installation guides, documentation, samples and SAS Notes. Got an error? Paste it in the "Search support@sas.com" search box (upper-right corner) to bring up any relevant and related SAS Notes that provide workarounds and explanations.

Seeking industry examples and references? Check out SAS White Papers. You can search papers by business topic, industry or name if you know what you’re looking for. Another great source of information is our SAS Blogs! Look for the latest posts from SAS experts highlighting new techniques, features and updates. You can also subscribe to any SAS blogs that may be of interest to stay up to date on the latest entries.

What’s more, SAS Global Forum Online Proceedings also provides archives of all SAS Global Forum proceedings, a great place to find papers and presentations from past events. Another handy resource for browsing papers on more specific topics and SAS proceedings is Lex Jansen, which searches not only SAS Global Forum, but PharmaSUG, SUGI, SESUG, NESUG, MWSUIG, WUSS, PNWSUG and SCSUG!

If you prefer videos, we’ve got those, too! The best part – they’re all free (though some may require registration or login). Note: Can’t make it to a live event? Most webinars are available on-demand typically within 48 hours:

  • SAS TutorialsAsktheExpert: Over 200 free “how to” demos and videos.
  • Ask The Expert Series: Live events covering a variety of topics. (Psst! New dates are always being added, so be sure to check back frequently for new dates and topics!).
  • SAS Talks: Check out the archives, which cover an assortment of SAS topics.
  • Webinars: Sort by name, industry, or business topic.

Finally, the SAS YouTube Channel for tutorials, event streams and coverage, and more!

Phew! But we’re not done yet. If you’re still having trouble finding just what you’re looking for, you can always connect with other SAS users and specialists online, via the SAS Support Communities which are monitored by SAS experts, or on Twitter via @SAS_Cares, our customer service focused Twitter handle.
Lastly, I’ll leave you with a few handy technical resources and references on common topics:

  • You can search SAS Procedures by product or by name (super handy when you’re looking for information on a particular procedure, or are not sure if you have the necessary software installed).
  • On that note, if you’re trying to determine which SAS products you have installed, submit the code:  proc product_status; run;  via Enterprise Guide or the SAS program editor. Viola!
  • Migrating to SAS 9.4 (for those upgrading to 9.4 – P.S. Upgrades are free!)
  • And speaking of upgrades, here’s a handy link for Maintenance Releases & Product Upgrades!
  • On Moving to 64-bit (& be sure to check out this resource as well!)
  • Installation Center (for those getting started!)

And if you find that you do need technical assistance after all, don’t forget that the SAS Technical Support team is available from 9 a.m. until 8 p.m. ET Monday through Friday!

 

tags: SAS Administrators, sas customer contact center, SAS Programmers

Let me help you with that! A technical SAS resource guide was published on SAS Users.