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Welcome to the FM library, your hub for our latest industry articles, customer service news, and useful guides and resources. Find the information that matters to you.


Delve into our latest research.

Our ‘Make Every Conversation Count’ report outlines our new research into the importance of a good customer service journey.

We discovered what customers expect from brands, what they value in their interactions and what impact bad customer service can have on that relationship.


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Guides & Insights

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Case Study: Hotel Chocolat

As a brand, Hotel Chocolat have always found outsourcing essential to their operations as it offers them much-needed flexibility. Plus, they have found that when partnering with FM, the expanded teams feel like just another part of the Hotel Chocolat business.

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