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!
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 …
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 …
Over the weekend you get a new idea to take up horseback riding with your daughter. After several minutes of researching quality training facilities in the area, you find one just outside of the city with only regular weekday hours. With no high expectations to hear back from said company during their off hours, you send a quick Facebook message …
World class customer care is a necessity when it comes to running a successful business. In order to keep the customers happy and coming back, the business must first meet every customer’s individual needs. Customers come from all parts of the world, male, female, young, old, and the business must meet the different requirements for each of these individuals. By …
