Below you'll find a list of all posts that have been categorized as “call center help”
Technology has infiltrated every aspect of our lives. From the way we shop to the way we do business, the way we travel to the way we work, and everything in between, technology has significantly impacted our day to day routines. Digital transformation refers to this consolidation of digital technology into all areas of our businesses (and lives, in a …
Crafting an exceptional customer experience is a tall order, but not an impossible one. If you’re striving to serve your customers well, you already know it requires being present and ready to serve on multiple channels- truly, wherever your customers are. Ensuring consistency among each of your channels can be a daunting task, but it’s not impossible. With omni-channel communication, seamless …
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 …
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 …
On March 17th, 1999, we took our very first customer interaction as EMS (at the time, Email Solutions). In the last 20 years, we’ve expanded our space, increased capacity, and implemented new services to accommodate the rapidly-changing customer service landscape. Many things have changed in two decades, but our commitment to bringing our clients the highest quality call center services …
If you’ve ever decided to skip lunch at your favorite restaurant after seeing the line stretch around the side of the building, you can easily imagine how your customers feel when they are put on hold. Customers’ tolerance for wait times is getting shorter and shorter. Anything longer than a few minutes feels like an eternity and could result in …
If you’re a call center agent, you know that life in a call center moves quickly. It can be easy to get lost in the day-to-day grind of jumping from one customer interaction to the next without giving it much thought. However, the job you have is an important one: you are the person who has the capability to humanize …
When you work in customer service, the only guarantee is that eventually, you will encounter a customer who has had a negative experience. Even the greatest businesses make mistakes or drop the ball from time to time, and although it’s an unfortunate event, the most important thing is how you respond. In fact, your response has the power the power …
This time of year commonly brings to mind thoughts of turkey, pumpkin pie, and gratitude. That’s right, it’s the season of thanks, and we wanted to take a moment to reflect on the significance of those two little words. There is power in “thank you,” and it’s vital to harness it when it comes to your customer service strategy. It’s …
20 years ago it was common practice for large companies to outsource their customer service call centers to countries like India and the Philippines in an effort to cut costs. Recent years have seen a direct reversal of that trend, though, as many large U.S. companies are making the choice to bring their call centers back home. Read on to …
