Below you'll find a list of all posts that have been categorized as “call center help”
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 …
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 …
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 …
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 …
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 …
“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. …
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 …
When you look at the people who achieve the greatest success in any service industry, the common thread between them all is a servant’s mindset. They don’t focus on what they have to gain from any situation, rather, their approach is one of adding value for others. That being said, there are some valuable things you stand to gain when …
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 …
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 …
