Welcome to the EMS Blog. At EMS, we like to keep you all informed to stay on top of industry news, trends, changes and insights. Please enjoy our blog!
What? Are you telling me that not everyone loves their job? No way! We simply can’t believe it. According to a report by the Conference Board, a New York-based nonprofit research group, 52% of people are unhappy at work. Over half of the people sitting at the office or working in the drive thru right now are not pleased with …
If you work in a call center, you already know that building a connection over the phone is key for engagement and ultimately, a smooth resolution. Building rapport with customers is an important stepping stone in fostering a positive customer experience, which can largely impact overall customer satisfaction. Sometimes a happy back-and-forth conversation comes very naturally with callers, but other …
EMS, Inc. is a company located in Omaha, Nebraska dedicated to delivering top quality customer service solutions to a variety of companies and industries across the nation. We focus on customized support solutions for programs of any size and complexity. This flexibility and customization allows for the continued success of the support programs. When a solution is built for you …
Being a good customer service representative (CSR) is an art, but an obtainable one. It takes patience, finesse, understanding, empathy and much more. It also takes technical and organizational skills to effectively balance the needs of both the customer and the company. There are many ways to become a successful customer service representative and it starts with training. It takes …
Like many relationships, the more you get to know the person or business, the more you can benefit from the information you are obtaining. Over the years we’ve found that the longer we work with a customer, the more we begin to understand each other and work together effectively to achieve long-term goals and success. We start by accessing the …
When it comes to outsourcing, you see the words “call center” and “contact center” used, often without discretion. Both refer to an outsourced entity that handles customer communication, usually it involves communicating via phone, so what’s the difference, right? While many use the terms interchangeably, there are some key differences to be aware of. Call Center VS Contact Center: What’s …
Preparing a successful RFP or Request for Proposal is vital to the future of a call center. An RFP pairs the call center with different vendors. Therefore, writing a good RFP is necessary in order to not choose the wrong vendor. There are several factors to consider when writing an RFP. In writing a successful RFP one must ask many …
It’s inevitable. As a call center representative, you will experience an angry caller once and again. The key is how you handle it. You’ve undoubtedly learned a few tips to have up your sleeve when you have these types of calls, but here are a few pointers to keep in mind. You might consider writing a few of these down. …
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 …
