Customer Experience Insight Articles
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Software plays a fundamental role in your customer care strategy – in this guide, we’re covering how to procure the right communication platform with a tried and tested process.
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.
Brand tone of voice can make or break a business, and the trickiest place to nail it is in live customer care – but here’s how.
We spend a lot of time talking about the positive effects of customer service. We’re experts on it. But how does customer service help boost your sales, and what happens if your service isn’t as great as it should be? Well, that’s why this guide exists! We want to help you understand the connection between your customer service, sales teams, and a variety of other business components, so you can continue to grow without worrying about conflicts in your departments!
Convincing shoppers to buy with you used to be a simple task of showing them that you offer the best value. But customer expectations are soaring and they're no longer happy to just take your word for it; they must be convinced. To truly deliver excellent customer service (CS), you have to show your customers that you know what they want, what they buy, and how they’re going to buy it.
It's never been more important to consider using outsource call centres for your customer service operations. Let’s dispel some of the mysteries and myths that exist around this subject and demonstrate once and for all why an outsource call centre is a savvy business option.
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.