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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!
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.
To improve your customer sentiment, you must first measure it. Our blog shows you the most common methods for measuring brand sentiment.
This guide dives into the differences between Millennials and Gen Z. We establish their expectations of your brand and your customer service and explain how to cater to both generations.