Our Resources

Deciding on the best way to measure your CS performance can be tricky. You need to understand what your customers care most about. Is it a speedy and efficient answer, or a high -quality response with a personal feel? Quality and speed are often seen as opposing forces – it can be tricky to prioritise just one; that’s why finding a balance between the two is important.

Keeping track of absenteeism and lateness can become a huge task as your team scales. We've created a way to track it automatically using Workplace and Gnatta, giving our supervisors more time to actively support their team.

Brayola – the online lingerie retailer helping women to find their perfect-fit bra – has partnered with FM Outsource to create a high-quality customer care team that customers love. The project aims to provide industry leading service using best-in-class quality assurance.

We don’t believe in collecting data for the sake of it – in this 5-minute video guide we’re showing you how to use data to justify investments that will reduce your customer care costs. There are three core steps - first, establish a baseline. Then dig out the granular data. Finally, present a business case back to your team to justify the investments you need to be able to reduce those costs in the long term.

The UK’s fastest growing supply chain management solution, iForce, partnered with us in 2018 to launch a brand-new customer care team to support its Marketzone business. The project aims to provide industry leading customer support for iForce Marketzone customers, using technology to maintain agile operational processes and quick resolution times.

We're here today to talk about quality in customer service and why it's so important for you and your brand. This is because it drives retention and loyalty from your customers and they will, in turn, generate more revenue for you. Quality customer service pays for itself in the long run. So, how do you ensure that you've got a team that delivers high quality customer service?

Small or growing businesses are finding themselves in an increasingly competitive environment, facing the big SME challenges of the moment. Things like predicting the future of the industry without an in-house Mystic Meg and differentiating themselves in copy-cat markets, but also keeping the books balanced and performance monitored. And of course, customer service.