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On the 16th and 17th November, FM Outsource will be joining the industry at the prestigious Call and Contact Centre Expo. Join us there!
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.
With peak retail season closing in, don't worry about hiring new advisors; outsource to customer care experts. You'll save money and could even improve your operation. Check out our infographic to learn how.
Surviving peak boils down to two main objectives: reducing the number of inbound messages you get, and making sure your team is resourced properly. Moving conversations to new channels will help you meet both goals. We’re going to talk about how to make your peak season easier by moving contacts to faster, cheaper channels like web chat and social media platforms (which, spoiler, customers actually prefer). We’ll discuss how to pick which channels are best for your customers, and share tips from our experience with multiple large online retailers over peak.
Maximising your customer experience can cut costs and increase sales. Our download shows you why the way customers view your brand matters and how to improve brand sentiment.
To improve customer sentiment, you have to use every tool in your toolbelt. And customer service can be one of the most powerful. Read our blog to find out how to put it to good use.