It’s more than remembering to use a customer’s name in a canned response, it’s about building the response around the customer. Help them to feel like more than a number, and they’ll keep coming back.

It’s never been more important to consider using outsource call centres for your customer service operations. Let’s dispel some of the myths that exist around this subject and demonstrate why an outsource call centre is a savvy business option.

Software plays a fundamental role in your customer care strategy, so getting the right one is vital. This guide covers how to find the right communication platform using our tried and tested process.

Measuring customer satisfaction (CSat) is the standard for understanding how customers feel about your customer service (CS). And for good reason. CSat scores are a great indicator of customer loyalty and brand advocacy, both of which affect your sales. Once you’re measuring customer satisfaction and collecting data, you can use it to look for improvements in your CS by identifying trends in interactions that lead to low scores!

Working remotely is the new normal, but getting it to work at scale is anything but straightforward. We’re exploring how FM Outsource makes it a successful model for any size of contact centre.

Reducing call centre costs can seem like an insurmountable task. Customers’ needs are changing, and that means call centres need to change fast. But the transition doesn’t need to be painful.