low angle shot of high rise building with text overlay "widespread adoption of cloud communications in call centers"

Widespread Adoption of Cloud Communications in Call Centers

EMS CRM call center help

The ultimate goal for call centers everywhere? Continually improve the customer experience. Technology is changing our lives at an increasing pace, and call centers are certainly not immune to those changes. In order to keep up with the ways customers communicate, call centers have to embrace the changes technology brings. Enter cloud communication: a way of blending email, chat, voice, …

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Digital Transformation in Call Centers

EMS CRM call center help, customer service

Technology has infiltrated every aspect of our lives. From the way we shop to the way we do business, the way we travel to the way we work, and everything in between, technology has significantly impacted our day to day routines. Digital transformation refers to this consolidation of digital technology into all areas of our businesses (and lives, in a …

Two-Way Social Media Conversations

EMS CRM social media communications

Social media: the very name itself implies a two-way conversation. For the last decade or more, social media has been an important component of nearly every successful business’s communication strategy. It may seem simple on the surface; just talk about your brand or product and answer questions from your audience, right? Sure, you could do that, but if that’s the …

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Omni-Channel Communication and the Customer Experience

EMS CRM call center help, customer service, social media communications

Crafting an exceptional customer experience is a tall order, but not an impossible one. If you’re striving to serve your customers well, you already know it requires being present and ready to serve on multiple channels- truly, wherever your customers are. Ensuring consistency among each of your channels can be a daunting task, but it’s not impossible. With omni-channel communication, seamless …

The follow up what is it and why does it matter, man with white shirt holding a white phone, call center, contact center

The Follow-Up: What is it and Why Does it Matter?

EMS CRM call center help, customer service

The idea of customer service is a simple one, but as anyone in the industry knows, it contains many moving parts. Generally what springs to mind are instances of customer service agents answering questions, speaking with angry customers, and troubleshooting issues. We tend to think of customer service as a passive action; customers reach out and we are here to …

handshake with two hands with text overlay "finding the opportunity in every customer interaction" ems crm, customer service, call center

Finding the Opportunity in Every Customer Interaction

EMS CRM call center help, customer service

Raving reviews, recommendations to friends, words of gratitude… these are all customer interactions every business strives for. It feels good to get the ‘thumbs up’ from your customers; like a reason to celebrate. But what about customer complaints? Have you ever read a scathing review, taken an angry phone call, or found negative feedback about your business online? Customer complaints …

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Celebrating 20 Years

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

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 …

man in blue gingham shirt holding cell phone. text overlay "4 Reasons Callback Technology is Essential in a Call Center"

4 Reasons Callback Technology is Essential in a Call Center

EMS CRM call center help

If you’ve ever decided to skip lunch at your favorite restaurant after seeing the line stretch around the side of the building, you can easily imagine how your customers feel when they are put on hold. Customers’ tolerance for wait times is getting shorter and shorter. Anything longer than a few minutes feels like an eternity and could result in …

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

How Do You Measure Customer Satisfaction?

EMS CRM customer service

If customer loyalty is the destination we’ve set for our businesses, customer satisfaction is the vehicle we’re riding in. So, how do you know if a customer is satisfied? If you’re not measuring customer satisfaction, you’re likely missing out on some key data and making uninformed decisions; essentially driving your car without a road map. Measuring customer satisfaction doesn’t have …