Customer Experience Insights
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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.
Outsourcing customer service can save you money and improve your customer experience. Don’t' believe us? Here are the figures to prove it.
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 -
Providing a personalised customer service journey can improve your customer experience and could be the difference between your customer shopping with you again and switching to another brand. So how do you treat customers as individuals without sacrificing efficiency and cost savings?
Making a CS plan can be a daunting prospect, so we've done the research. Let us share our best practice and insight to help you make the best preparations you can.
Your customer care team needs to be available all the time, whenever your customers want them to be. But during the Covid-19 crisis, we’ve noticed that some companies have been reducing their operating and customer care hours. But this pandemic only makes the need to move to 24/7 customer care even more apparent. Here’s why.