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Celebrating 20 Years

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

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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 has not.

We’ve learned a lot over the last 20 years. To celebrate the challenges, growth, and victories we’ve encountered along the way, we’re sharing 20 of our favorite blog posts. Enjoy!

1. Why Outsourcing Your Customer Service is Just Smart

Blue light bulb with text

Is communication and customer service really what you do best? Better question: is customer service really what you want your employees to focus their time and attention on? Outsourcing your customer service allows you and your employees to focus on growing, scaling, and improving your own business, rather than tying up hours of time on customer service calls.

2. 5 Reasons to Love Working at EMS

Silver and blue EMS mug with text overlay

With an emphasis on training and skill-building, it’s no surprise that we continue to have wonderful customer service agents that impress us regularly (you know who you are!). We appreciate our customer service agents, and we want them to love their jobs. That’s why we do our best to show them our gratitude whenever we can.

3. What Does it Mean to be HIPAA Compliant?

HIPAA badge graphic, call center services, customer service, call center, customer support, call center outbound

HIPAA laws are stringently enforced in all settings where sensitive patient information is present- even contracted customer support providers such as call centers or scheduling services. So what does it mean to be HIPAA compliant?

4. 7 Qualities of a Successful Call Center Agent

man working at desk with laptop

Anyone who has ever managed a call center knows that there are good agents and there are great agents and the most successful agents are able to balance a diverse range of traits. So what exactly is it that sets them apart?

5. Building Processes Around Our Customers’ Needs

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

An important lesson we’ve learned over the years of having a successful customer service call center is to really 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.

6. Excellent Customer Care: The Foundation of Brand Loyalty

laptop with credit card

Brand loyalty. It’s the lofty pie-in-the-sky goal most businesses aspire to. But have you stopped to think about what goes into it? When you break it down, brand loyalty comes down to doing a few really basic things really, really well. Of course you need an excellent product, but the rest boils down to providing your customers with excellent customer care and a great experience.

7. 5 Customer Service Practices to Master on Social Media

laptop with social media

The customer service industry looks a whole lot different than it did 20 years ago, thanks almost entirely to social media. In fact, 1 in 3 social media users prefers social media customer care services to telephone or email. If your customer service doesn’t extend to your social media platforms, your brand could be missing out. Here are our top 5 tips for mastering the art of customer service on social media.

8. 5 Ways to Reduce Call Center Turnover

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

Call center agents are responsible for handing your customer relationships, often times when they are at their most fragile. Making a few small changes and engaging in some proactive thinking can turn call center attrition around and keep your call center agents happy.

9. 3 (BIG) Reasons to Choose a USA-Based Call Center

map of USA with text

In recent years, many large U.S. companies are making the choice to bring their call centers back home. Read on to find out why companies such as GM and Citi have opted to transition back to domestic call centers.

10. Why is it Crucial to Follow up in Customer Service?

person with cell phone

By providing the customer with a follow-up call, it will show them that the business cares, and they were not simply forgotten once the initial phone call ends. Following up in customer service can provide your company with many different advantages.

11. Use Empathy to Help Improve Your Work Performance

empathy spelled out

Empathy can be a powerful tool when helping others. People who practice empathy can sense other people’s emotions and understand those around them. Are you good at empathizing with others?

12. How to Turn Around a Negative Customer Experience

four yellow balls with varying expressions; sad, happy, mad, sad

However, when your customer has a negative experience, it puts you in the unique position to make a big impact by not only resolving their problem but by going the extra mile to ensure your customer’s satisfaction. How does that happen?

13. 5 Steps for Successful Customer Interactions

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The best way to bring your A-game to every customer interaction is to be intentional about the service you provide. How do you do that? Check out our 5 steps for successful customer interactions.

14. The Consumer-Brand Relationship: Unlocking Brand Loyalty

blue and grey suits hanging on rack with text overlay

So how do you know if you’re setting the foundation for a solid consumer relationship? It’s all about understanding your customers, going the extra mile to meet them where they’re at, and then providing an exceptional experience that will keep them coming back.

15. 4 Interview Tips for Finding the Right Candidate

arms at a table, 4 interview tips for finding the right candidaate

It’s no secret that the interview process can be stressful for the interviewee, but many don’t realize that the process can be just as taxing for the interviewer. How do you know if you’ve found a good fit? Will this candidate help your company achieve its goals? Is their interview an honest representation of their skills and personality? Finding the right candidate is vital to the overall success of your business, so it’s important to approach the interview process carefully.

16. How Do You Measure Customer Satisfaction?

Image of a hand holding a pen, taking a survey. Text overlay reads "How Do You Measure Customer Satisfaction?"

Measuring customer satisfaction doesn’t have to be complicated, difficult, or expensive. It really boils down to asking your customers about their experiences and collecting the data. Simple, right? We’ve outlined 3 basic ways of measuring customer satisfaction to help you navigate your journey toward customer loyalty.

17. How to Sound More Professional on the Phone

hands holding phone with desk and laptop in background

Professionalism over the phone isn’t something that comes naturally to everyone. We’re living in a strange time when many people would prefer to text or email than actually speak on the phone, so developing good phone speaking skills is becoming more difficult. The good news is, that just as you would build muscles with exercise, you can build your phone professionalism. All it takes is an awareness and a little bit of intentional work.

18. What Exactly is CRM- Customer Relationship Management?

customer service crm

What questions and issues are people calling in about most? How can I turn inquiries into sales ready leads? How can I increase ROI by utilizing current data? These are common questions people ask and EMS CRM is here to help discover the answers.

19. 4 Ways to Increase Customer Satisfaction in Your Contact Center

text with red phone

When you work in a call center, customer satisfaction is always your main goal. No matter how well you’re doing, there’s always room for improvement. We all know that it’s far more expensive to attract a new customer than it is to retain an existing one, so it’s important to make the interactions we have with our customers count.

20. The Power of Saying Thank You

a marker writing the words thank you on a white paper

It’s one of the basic principles we are taught as children: always say thank you. Throughout our youth, we are often reminded (and scolded should we forget) to say thank you or show gratitude anytime a kindness is rendered. It’s a simple and cost-effective (free!) sentiment to relay, but it can make a big impact when it is said– and an even bigger one when it isn’t.

We’re incredibly proud of the work we’ve done over the last 20 years and we’re excited to see where the future takes us. However the customer service and call center landscape changes, one thing is for certain: we look forward to continuing to serve with pride and excellence.

To learn more about EMS, Inc. and the services we provide, please visit