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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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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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Reducing Customer Effort

EMS CRM call center help

Seamless, effortless, intuitive. These are all words you’ll often hear tossed around in the customer service industry and with good reason. The easier it is for your customers to do business with you, the better. When it comes to defining the ultimate customer experience, the goal is to make your customers put in minimal effort to get the results they …

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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 …

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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 …

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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 …

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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 …