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Positive Psychology for a Positive Customer Experience

EMS CRM call center help, customer relationship management, customer service

It’s not earth-shattering news: a positive customer experience is the foundation of brand loyalty, and generally speaking, isn’t that what the customer service industry is all about? At any point when the customer reaches out to us, we’re in the business of creating a positive outcome. Sometimes that means reaching out to say “thank you” post-purchase, other times that means …

customer service week 2019; customer service week 2019 logo, the magic of customer service

Celebrating Customer Service Week 2019

EMS CRM customer service

Happy Customer Service Week! Dating back to 1992, Customer Service Week is a nationally recognized event during which we get to appreciate the unsung heroes who work tirelessly behind the scenes to keep our clients’ customers happy. We believe we have some of the finest employees in the field, and that makes this week all the more important to us. …

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5 Phrases Call Center Agents Should Avoid

EMS CRM call center help, quick tips

We could go on and on about the attributes that make a great call center agent, but sometimes, it’s the things the agents don’t say that matters most. If you really want to up your game at work, strike these phrases from your vocabulary. 5 Phrases Call Center Agents Should Avoid (and What to Say Instead) “Calm down…” Stop and …

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4 Signs it’s Time to Outsource Your Customer Service

EMS CRM call center help, customer service

Word travels quickly in our ever-connected world and for some reason, negative news seems to travel the fastest. When it comes to customer service, quality is key. If you aren’t able to offer your customers an exceptional experience, it might be time to outsource your customer service. Sure, there’s a certain amount of pride that comes with being able to …

hand taking money out of a wallet with text overlay that says Crafting an Exceptional Post Purchase Customer Experience

Crafting an Exceptional Post-Purchase Customer Experience

EMS CRM customer service

When it comes to creating a thoughtful customer experience, a bulk of the effort goes into making the purchasing process exceptional. It makes sense- after all, making sales is the driving force behind most businesses efforts. However, if you’re being thoughtful about the post-purchase customer experience, you could be short-changing yourself and your customers. Acquiring new customers is always more …

Computer and headset with text overlay that says 10 Skills of the Best Call Center Agents

10 Skills of the Best Call Center Agents

EMS CRM call center help, quick tips

If we’ve said it once, we’ve said it a hundred times: a call center agent’s job is not for the faint of heart. Agents are expected to be energetic, empathetic, and friendly, while still maintaining an air of professionalism and knowledge. It can be a tough line to walk, and that’s before you add in the occasional angry caller and …

Birds on a wire against a blue sky with a text overlay that says How to Measure Customer Satisfaction Without Direct Feedback

How to Measure Customer Satisfaction Without Direct Feedback

EMS CRM call center help, customer service

If you’re not measuring customer satisfaction, you’re probably missing out on some important data, which could lead to making uninformed decisions. Collecting and assessing your customers’ feedback is the only sure way to know that you’re headed down the right path. But what if you’re unable to collect this data from your customers? There’s no substitute for direct feedback when …

American Flag flying over a bridge with text overlay that says 3 Major Benefits of Domestic Call Centers

3 Major Benefits of Domestic Call Centers

EMS CRM call center help

We may live in the age of a global economy, but the location of your call center is more important today than ever before. In recent years, we’ve seen many large companies make the decision to bring their call centers back to the US, after years of choosing foreign call centers. What is behind this trend? Is it here to …

low angle shot of high rise building with text overlay "widespread adoption of cloud communications in call centers"

Widespread Adoption of Cloud Communications in Call Centers

EMS CRM call center help

The ultimate goal for call centers everywhere? Continually improve the customer experience. Technology is changing our lives at an increasing pace, and call centers are certainly not immune to those changes. In order to keep up with the ways customers communicate, call centers have to embrace the changes technology brings. Enter cloud communication: a way of blending email, chat, voice, …