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!
Operating a financial business in today’s world looks entirely different than it did even 20 years ago. As more of our lives move to the online realm, business owners are faced with new challenges regularly. Doing business in this era requires that we accommodate our customer’s demand for convenience and efficiency at the swipe of a finger while also maintaining …
In the rapidly-evolving, demanding healthcare industry, customer service might not be the immediate focus, but that doesn’t mean it’s not important. It’s no secret that customer service is quickly becoming a top differentiating factor- the way you handle your customers and clients can either make or break your business. The customer experience, in some industries, has already outpaced price as …
When you look at the people who achieve the greatest success in any service industry, the common thread between them all is a servant’s mindset. They don’t focus on what they have to gain from any situation, rather, their approach is one of adding value for others. That being said, there are some valuable things you stand to gain when …
Here comes Santa Clause… and the onslaught of customers requiring assistance. It’s true; in the call center world, the holidays typically mean a spike in call volume, which, when added to regular holiday stress can make for some stressed-out call center agents and a work environment that is less than jolly. Luckily, finding work/life balance in a call center is …
With Thanksgiving just around the corner, it’s the season for words like “grateful” and “thankful.” Though it’s easy to practice gratitude when sitting around a turkey-bedecked table, surrounded by loved ones, gratitude isn’t just for Thanksgiving. In fact, practicing gratitude daily is a great way to bring positivity and joy to your life- even in the workplace. Why practice gratitude …
When the pumpkin spice lattes begin to make a resurgence and the air begins to chill, it can only mean one thing: the holiday rush is coming. Depending upon your life, that can mean different things. Those of us in the call center game recognize the holiday rush as a period of time during the 4th quarter marked with increased …
It’s not earth-shattering news: a positive customer experience is the foundation of brand loyalty, and generally speaking, isn’t that what the customer service industry is all about? At any point when the customer reaches out to us, we’re in the business of creating a positive outcome. Sometimes that means reaching out to say “thank you” post-purchase, other times that means …
Happy Customer Service Week! Dating back to 1992, Customer Service Week is a nationally recognized event during which we get to appreciate the unsung heroes who work tirelessly behind the scenes to keep our clients’ customers happy. We believe we have some of the finest employees in the field, and that makes this week all the more important to us. …
We could go on and on about the attributes that make a great call center agent, but sometimes, it’s the things the agents don’t say that matters most. If you really want to up your game at work, strike these phrases from your vocabulary. 5 Phrases Call Center Agents Should Avoid (and What to Say Instead) “Calm down…” Stop and …
Word travels quickly in our ever-connected world and for some reason, negative news seems to travel the fastest. When it comes to customer service, quality is key. If you aren’t able to offer your customers an exceptional experience, it might be time to outsource your customer service. Sure, there’s a certain amount of pride that comes with being able to …
