call center services, customer service, call center, customer support, call center outbound

5 Reasons to Work in a Call Center

EMS CRM call center help, customer relationship management, quick tips

Working in customer service is not always the easiest job to do, but it can build competence that people can carry with them for years to come. From accelerated training to superior people skills, many jobs in the customer service arena teach individuals things they may not learn elsewhere about work, people and life. It’s no surprise that many people …

meeting customer needs call center, call center services, customer service, call center, customer support, call center outbound

3 Ways to Put Your Customers First

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

An important lesson we’ve learned over the years of having a successful customer service call center is to listen to our customers. You probably hear that all of the time in the customer service world, but at EMS we take it to the next level by building our processes around our customer’s individual needs. How do we build our processes …

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Goal Setting in a Call Center

EMS CRM call center help

When it comes to motivating your staff and keeping morale high, goal setting is an important piece of the puzzle. Setting strategic goals can result in increased agent engagement and is the first step toward making overall improvements in the service you provide. Whether you want to increase first-time resolution, reduce call hold time, or anything in between, setting your …

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Meeting Your Customer’s Expectations: How a Call Center Can Help

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

We live in a fast-paced world where time is a commodity and first impressions are everything. If you’re not meeting your customers where they’re at and serving them well, you may find yourself losing out on opportunities to wow your customers and win their loyalty. While some aspects of your business require your attention and your personal touch, if customer …

great customer service, call center services, customer service, call center, customer support, call center outbound

Social Media and Customer Service is Crucial

EMS CRM social media communications

Over the weekend you get a new idea to take up horseback riding with your daughter. After several minutes of researching quality training facilities in the area, you find one just outside of the city with only regular weekday hours. With no high expectations to hear back from said company during their off hours, you send a quick Facebook message …

call center services, customer service, call center, customer support, call center outbound

Ways to Strengthen Customer Service

EMS CRM quick tips

World class customer care is a necessity when it comes to running a successful business. In order to keep the customers happy and coming back, the business must first meet every customer’s individual needs. Customers come from all parts of the world, male, female, young, old, and the business must meet the different requirements for each of these individuals. By …

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Shifting Your Staff to Work Remotely

EMS CRM call center help

2020 has been a year of uncertainty and curveballs if nothing else. If you had asked us what we were expecting for the year in early January, we might’ve outlined our goals and objectives, certain marks we were aiming to hit, but we probably wouldn’t have mentioned shifting toward remote operations. Our call center functions as a unit; we strive …

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4 Things to Consider When Outsourcing Your Tech Support

EMS CRM technical support

The decisions to outsource any part of your business isn’t one that comes lightly, and outsourcing your tech support can feel especially daunting. The decision to outsource is typically born out of a desire for increased efficiency and a need for a budget-friendly customer service solution. Although outsourcing can free up your time and save you money, there are a …

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Benefits of Call-Back Technology

EMS CRM call center help

“The waiting is the hardest part…” -Tom Petty & The Heartbreakers It isn’t every day we can squeeze a Tom Petty & The Heartbreakers song into a blog about customer service, but they nailed it with the lyrics for “The Waiting.” When it comes to offering an optimal customer experience, your customers’ wait time is certainly something you consider frequently. …

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COVID-19 Precautions

EMS CRM Uncategorized

The need for exceptional customer service and support never ceases. That’s why we’ve mobilized a portion of our workforce to work from home. We care deeply about the health and well-being of our employees. In light of the current situation, we are taking precautions to keep them safe and healthy while continuing to provide the highest quality of customer service. …