customer service week 2019; customer service week 2019 logo, the magic of customer service

Celebrating Customer Service Week 2019

EMS CRM customer service

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. …

White surface with coffee cup, phone, pens, papers, and text overlay that says 4 signs its time to outsource your customer service

4 Signs it’s Time to Outsource Your Customer Service

EMS CRM call center help, customer service

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 …

hand taking money out of a wallet with text overlay that says Crafting an Exceptional Post Purchase Customer Experience

Crafting an Exceptional Post-Purchase Customer Experience

EMS CRM customer service

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 …

Birds on a wire against a blue sky with a text overlay that says How to Measure Customer Satisfaction Without Direct Feedback

How to Measure Customer Satisfaction Without Direct Feedback

EMS CRM call center help, customer service

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 …

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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 …

black chalkboard with lightbulp, text overlay that says omni-channel communication and the customer experience

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 …

confetti background with text overlay that says celebrating 20 years of great service, call center

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 …