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!
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 …
When it comes to creating a thoughtful customer experience, a bulk of the effort goes into making the purchasing process exceptional. It makes sense- after all, making sales is the driving force behind most businesses efforts. However, if you’re being thoughtful about the post-purchase customer experience, you could be short-changing yourself and your customers. Acquiring new customers is always more …
If we’ve said it once, we’ve said it a hundred times: a call center agent’s job is not for the faint of heart. Agents are expected to be energetic, empathetic, and friendly, while still maintaining an air of professionalism and knowledge. It can be a tough line to walk, and that’s before you add in the occasional angry caller and …
If you’re not measuring customer satisfaction, you’re probably missing out on some important data, which could lead to making uninformed decisions. Collecting and assessing your customers’ feedback is the only sure way to know that you’re headed down the right path. But what if you’re unable to collect this data from your customers? There’s no substitute for direct feedback when …
We may live in the age of a global economy, but the location of your call center is more important today than ever before. In recent years, we’ve seen many large companies make the decision to bring their call centers back to the US, after years of choosing foreign call centers. What is behind this trend? Is it here to …
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, …
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 …
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 …
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 …
