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Measuring customer satisfaction (CSat) is the standard for understanding how customers feel about your customer service (CS). And for good reason. CSat scores are a great indicator of customer loyalty and brand advocacy, both of which affect your sales. Once you’re measuring customer satisfaction and collecting data, you can use it to look for improvements in your CS by identifying trends in interactions that lead to low scores!
Can offshoring save you money? Sure. But will it save you the most money and still improve your customer care? No. Our free cost analysis breaks down how and why.
It’s no secret that 2020 hit the retail sector hard. But what lasting impact has been made to how retailers provide customer service, and have consumer expectations changed after 12 months indoors? Download our latest in-depth report to see what the data says.
FM Outsource has been working remotely since March 2020; we transitioned our UK-based contact centre from being a mostly in-office customer service solution to a completely remote operation. By working closely with our clients, we were able to make this transition whilst still covering all the required contact channels, without any disruption.
We're proud of the service we provide our clients. But, as they say, the truth is in the pudding. So we collated data from one of our clients to really see how we performed over Black Friday. With great results like these behind us, our clients can step into 2021 with total confidence.
With Covid-19 looming, reduce costs now so that, come peak season, your business is prepared for any outcome. Here’s how to begin by shifting contact volumes.
AI and automation can help improve the efficiency of your customer service, but how do you automate without losing the human touch? You might have heard the saying “robots are taking over the world”. Just like Charlie’s dad in Charlie and the Chocolate Factory -