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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 …
It is the hope of many that no matter what you do for a living, you’ll always find value and satisfaction in it. What have you learned from your current job? Have you found purpose in your work? Do you feel appreciated? Are you making a difference in the world? At EMS, opportunities abound for our employees to learn new …
Building a strong brand relationship with your consumers is the best way to establish brand loyalty, which is what every business strives for. When you’ve got loyal customers, you’re able to focus on serving them well with the confidence that you’ll continue receiving their business. In turn, your customers will be able to choose you easily, every time, with confidence …
It’s Customer Service Week- our favorite week of the year! Every year since 1992, Customer Service Week has been a nationally recognized event, celebrated during the first full week of October. Here at EMS, we like to take it as an opportunity to thank our clients and celebrate our exceptional employees. We know that customer service isn’t always the easiest …
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 …
Excellent customer experience, much like poor customer experience, can create a lasting impression in a consumer’s mind. Faced with more purchasing options than ever before, customers are turning to customer experience to help them decide where and how to spend their hard-earned dollars. In fact, it is predicted that by the year 2020, customer experience will become the key brand …
With a multitude of training materials, webinars, and classes available online for just about any skill a person wants to learn, it’s probably safe to say we live in an era of a do-it-yourself mentality. Do you want to learn how to macrame? There’s a class for that. Are you interested in learning a new language? You can find plenty …
When speaking on the phone is the way you put money in the bank it’s important to be good at it. This requires a balance of many skills including friendliness, patience, empathy, and knowledge of your industry, and these skills can all be amplified by one important thing: professionalism. Or rather, they can all be undermined by lack of professionalism. …
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 …
A call center is only as strong as its agents, so how do you spot the stand-outs? We all know working as a call center agent can be difficult. Agents are expected to be empathetic and friendly, yet knowledgeable and professional all while walking the fine line between pleasing their callers and following protocol for their company. Factor that in …
