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5 Ways to Reduce Call Center Turnover

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

Anyone who has ever managed a call center knows that staff turnover is a constant issue, and anyone who has ever worked in a call center can probably tell you why. Undesirable working environments combined with monotonous tasks and the occasional (or more than occasional) angry customer can be a quick path to employee burnout. But does it have to …

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Why a USA Based Call Center is Best

EMS CRM call center help, customer relationship management, customer service, social media communications, technical support

20 years ago, it was common practice for large companies to outsource their customer service call centers to countries like India and the Philippines in an effort to cut costs. Recent years have seen a direct reversal of that trend, though, as many large U.S. companies are making the choice to bring their call centers back home. Read on to …

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Types of SMS Conversations for Business

EMS CRM call center help, customer service, technical support

Communication with customers is one of the most important aspects of a successful business. The easier the business makes it for the customer to communicate with them, the more likely the customer is to participate. There are many ways companies can interact with their clients, but one of the easiest ways for the customer is via SMS messaging. Here are …

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Why is it Crucial to Follow Up in Customer Service?

EMS CRM call center help, customer service

One of the most important aspects of customer service is following up. A negative experience with customer service can hinder a customer’s entire outlook on the company. In order to provide the customer with the highest level of customer service, the customer must know that the company actually cares about them and their relationship with the company. By providing the …

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6 Reasons to Outsource Customer Service

EMS CRM call center help, customer relationship management, customer service, social media communications, technical support

There was once a time when business owners could not conceive of outsourcing their customer service. However, in this day and age, it is becoming fairly common for businesses to leave customer service to the professionals. Outsourcing customer service and hiring a call center can help you expand your business in many different ways. Here are six reasons your company …

Why being a mid-size call center is just right

EMS CRM call center help, customer relationship management

You’ve heard of Goldilocks and the three bears, correct? She runs through the cottage looking for the best fit. After trying many different sizes, she finally lands on a chair, porridge, and bed that is “just right” for what she’s looking for. That’s how we feel about being a mid-size call center – just right! There are many reasons why …

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About Our Call Center – EMS

EMS CRM call center help, customer relationship management, technical support

EMS was founded in 1998 in Omaha, Nebraska by Mitchell D. Johnson providing live chat and email response services. EMS has since evolved into a full service customer contact center and has become a recognized leader in Customer Service Outsourcing. We specialize in “Humanizing Customer Service” by providing timely, personal responses to customer questions. Our full service inbound capabilities include …

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Why a Contact Center Can Help Your Business

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

We live in an instant-gratification world. People want answers for their questions and concerns before they even know they have them. Social media and other forms of communication have changed the way people live. It makes expectations for companies higher than ever. In order to keep up with the competition, being available 24/7 is crucial for many businesses. Let a …

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What Exactly is CRM – Customer Relationship Management?

EMS CRM call center help, customer relationship management

Customer Relationship Management (CRM) is a comprehensive data-base driven application for tracking and managing interactions with customers. What questions and issues are people calling in about most? How can I turn inquiries into sales ready leads? How can I increase ROI by utilizing current data? These are common questions people ask and EMS CRM is here to help discover the …