The follow up what is it and why does it matter, man with white shirt holding a white phone, call center, contact center

The Follow-Up: What is it and Why Does it Matter?

EMS CRM call center help, customer service

The idea of customer service is a simple one, but as anyone in the industry knows, it contains many moving parts. Generally what springs to mind are instances of customer service agents answering questions, speaking with angry customers, and troubleshooting issues. We tend to think of customer service as a passive action; customers reach out and we are here to …

handshake with two hands with text overlay "finding the opportunity in every customer interaction" ems crm, customer service, call center

Finding the Opportunity in Every Customer Interaction

EMS CRM call center help, customer service

Raving reviews, recommendations to friends, words of gratitude… these are all customer interactions every business strives for. It feels good to get the ‘thumbs up’ from your customers; like a reason to celebrate. But what about customer complaints? Have you ever read a scathing review, taken an angry phone call, or found negative feedback about your business online? Customer complaints …