Our Resources

As customers move over to online channels, the skills needed to provide outstanding customer service have evolved. On top of the old-standards, advisors now need to be able to communicate effectively during fast-paced live chat interactions. Over social media, the importance of replying with empathy and clarity is greater since there’s always the possibility of any below-the-mark responses going viral. And, to be able to put the cherry on the CS cake, advisors must be happy and friendly people.

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We don’t often address how customer service can affect sales. Retaining loyal customers can lead to repeat purchases and keeping your customer satisfaction high is great for getting referrals. But how does that help boost your sales, and what happens if your CS isn’t as great as it should be?

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FM Outsource are proud to announce their sponsorship of this year’s Sevens and the City Festival. Now in its fourth year, the event hosted at Allianz Park, North London is set to be bigger and better than ever before.

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Morale. Engagement. Retention. Three words that you should keep in mind. As businesses, we often like to believe that our employees are happy and have everything that they need to do a fantastic job. But that isn’t always the case. And the cost of ignoring our customer service operators’ needs is often disastrously high, especially when it comes to the customer experience that they are offering.

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Bad customer service (CS) can be the result of many things and - if it’s not dealt with properly - it can break a business. Being able to pick up on what might be causing bad CS can prevent a PR disaster, or the loss of a lifelong customer. We’re going to tell you what to look out for, and how to turn any instances of bad CS around.

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A chatbot is a computer program designed to hold conversations with humans. They’re not always built to use intelligent learning, like Siri or Cortana. But they can usually carry out simple commands and simulate normal, human interactions. You might have chatted with one before and not even known it. Chatbot technology is becoming more and more common within the customer service world, especially on social media. And, according to most predictions, they will only become more prevalent.

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Real-time analytics is the use of data - or the capacity to use data - as soon as it becomes available. At FM, we use real-time analytics as a quick measuring tool of the performance of our operators in the previous hour. Sounds pretty useful, right? And it is; our analytics team is the backbone of our customer service (CS) department. How do we do it? It's all about integration.

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