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Finding Balance in a Call Center During the Holidays

EMS CRM call center help

Here comes Santa Clause… and the onslaught of customers requiring assistance. It’s true; in the call center world, the holidays typically mean a spike in call volume, which, when added to regular holiday stress can make for some stressed-out call center agents and a work environment that is less than jolly. Luckily, finding work/life balance in a call center is …

Gold glittery letters spelling "Thankful" on a wooden background, surrounded by cutouts of leaves, pumpkins, and acorns. practicing gratitude at the work place (2)

Practicing gratitude in the workplace

EMS CRM call center help, quick tips

With Thanksgiving just around the corner, it’s the season for words like “grateful” and “thankful.” Though it’s easy to practice gratitude when sitting around a turkey-bedecked table, surrounded by loved ones, gratitude isn’t just for Thanksgiving. In fact, practicing gratitude daily is a great way to bring positivity and joy to your life- even in the workplace. Why practice gratitude …

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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 …

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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 …