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Welcome to the FM library, your hub for our latest industry articles, customer service insights, and useful guides and resources. Find the information that matters to you.
Welcome to the FM library, your hub for our latest industry articles, customer service insights, and useful guides and resources. Find the information that matters to you.
[{"id":7403,"link":"https:\/\/www.fmoutsource.bmes.shop\/customer-service-retains-customers\/","name":"customer-service-retains-customers","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2024\/01\/How-Excellent-Customer-Service-Can-Retain-Customers-Feature-Image.png","alt":"How Excellent Customer Service Can Retain Customers"},"title":"How Excellent Customer Service Can Retain Customers","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Jan 30, 2024","dateGMT":"2024-01-30 09:27:25","modifiedDate":"2024-02-20 10:23:50","modifiedDateGMT":"2024-02-20 10:23:50","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":4,"sec":16},"status":"publish","excerpt":"We\u2019ve all heard the quote: it takes five times as much money to acquire a customer as it does to retain one. For some industries, acquisition is key, but there are many industries that can thrive on repeat custom. So, keeping customers happy matters. That\u2019s probably why 96% of companies agree that customer service is a big concern for them. But how does excellent customer service help retain customers?"},{"id":7114,"link":"https:\/\/www.fmoutsource.bmes.shop\/rebuilding-brand-reputation\/","name":"rebuilding-brand-reputation","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2023\/11\/brand-reputation-blog-image@3x.png","alt":""},"title":"Rebuilding Brand Reputation: The Power of Exceptional Customer Service","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Nov 30, 2023","dateGMT":"2023-11-30 14:58:12","modifiedDate":"2024-02-27 12:50:01","modifiedDateGMT":"2024-02-27 12:50:01","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":3,"sec":1},"status":"publish","excerpt":""},{"id":7107,"link":"https:\/\/www.fmoutsource.bmes.shop\/reviews-and-customer-satisfaction\/","name":"reviews-and-customer-satisfaction","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2023\/11\/reviews-blog-featured-image@3x.png","alt":""},"title":"Rising Reviews: Navigating the Path of Customer Satisfaction","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Nov 29, 2023","dateGMT":"2023-11-29 09:55:04","modifiedDate":"2024-01-15 15:13:55","modifiedDateGMT":"2024-01-15 15:13:55","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":3,"sec":47},"status":"publish","excerpt":"We\u2019re mid-way through the golden quarter, and Black Friday is upon us. With the festive shopping period here, retailers must prepare themselves to deal with an increased volume of customer enquiries, deliveries, and returns. Ensuring customer satisfaction at this key point in the calendar is vital."},{"id":7085,"link":"https:\/\/www.fmoutsource.bmes.shop\/best-customer-service-strategy-black-friday\/","name":"best-customer-service-strategy-black-friday","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2023\/11\/black-friday-featured-image@3x.png","alt":""},"title":"The Best Customer Service Strategy for Black Friday","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Nov 23, 2023","dateGMT":"2023-11-23 12:10:43","modifiedDate":"2024-01-15 15:14:05","modifiedDateGMT":"2024-01-15 15:14:05","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":3,"sec":29},"status":"publish","excerpt":"The golden quarter offers retailers an opportunity to maximise their revenue by offering enticing deals and discounts to attract customers. However, as we approach the period, there is some uncertainty about what retailers should expect this year so finding the best customer service strategy is vital."},{"id":6917,"link":"https:\/\/www.fmoutsource.bmes.shop\/advisor-skills-difficult-interactions\/","name":"advisor-skills-difficult-interactions","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2023\/10\/10-adviser-skills-featured.png","alt":"10 adviser skills"},"title":"10 Advisor Skills to Handle Difficult Customer Service Interactions","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Oct 27, 2023","dateGMT":"2023-10-27 09:19:23","modifiedDate":"2024-01-15 15:15:38","modifiedDateGMT":"2024-01-15 15:15:38","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/blogs-archive\/\" rel=\"category tag\">Blogs<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":3,"sec":2},"status":"publish","excerpt":"These skills not only enable advisers to handle difficult customer service interactions effectively but also contribute to overall customer retention and loyalty. By investing in the training and development of these abilities, your advisers can turn challenging interactions into opportunities to create positive customer experiences."}]
[{"id":7852,"link":"https:\/\/www.fmoutsource.bmes.shop\/power-of-word-of-mouth-marketing\/","name":"power-of-word-of-mouth-marketing","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2024\/06\/Power-of-WoM-Featured-Image.png","alt":""},"title":"The Power of Word of Mouth Marketing","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Jun 20, 2024","dateGMT":"2024-06-20 08:04:09","modifiedDate":"2024-08-12 08:16:14","modifiedDateGMT":"2024-08-12 08:16:14","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":0,"sec":0},"status":"publish","excerpt":"How much does what people have to say about a brand actually affect the business? How much power do recommendations and reviews actually hold, and should businesses be prioritising word of mouth marketing? To find out, we surveyed consumers from across the UK, asking them about their spending habits and inclination to leave reviews or talk to family and friends about their experiences with brands."},{"id":7602,"link":"https:\/\/www.fmoutsource.bmes.shop\/cs-improves-sales-guide\/","name":"cs-improves-sales-guide","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2024\/02\/How-to-Improve-Sales-Through-Customer-Service.png","alt":"How to Improve Sales Through Customer Service"},"title":"How to Improve Sales Through Customer Service","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Mar 1, 2024","dateGMT":"2024-03-01 13:58:48","modifiedDate":"2024-03-04 13:28:08","modifiedDateGMT":"2024-03-04 13:28:08","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":8,"sec":12},"status":"publish","excerpt":"Customer service is not just about addressing complaints and queries; it\u2019s a powerful tool that can significantly impact sales. In today\u2019s competitive market, where products and services often come with similar features and prices, exceptional customer service can be the key differentiator that drives customers to choose one company over another."},{"id":6894,"link":"https:\/\/www.fmoutsource.bmes.shop\/scale-cs-team-infographic\/","name":"scale-cs-team-infographic","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2023\/10\/How-to-Scale-Up-Your-Customer-Service-Team-Easily-Featured-Image.png","alt":"Customer Service Agent"},"title":"How to Scale Up Your Customer Service Team Easily [Infographic]","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Oct 18, 2023","dateGMT":"2023-10-18 12:51:55","modifiedDate":"2024-01-15 15:10:22","modifiedDateGMT":"2024-01-15 15:10:22","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":3,"sec":47},"status":"publish","excerpt":"Being able to scale up your customer service team is vital during busy times. But how do you do it without sacrificing quality?"},{"id":6386,"link":"https:\/\/www.fmoutsource.bmes.shop\/preparing-for-unexpected-report\/","name":"preparing-for-unexpected-report","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2023\/08\/Preparing-for-the-Unexpected.png","alt":""},"title":"Preparing for the unexpected: Is your customer service ready for busy times?","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Aug 29, 2023","dateGMT":"2023-08-29 06:58:22","modifiedDate":"2024-01-15 15:11:00","modifiedDateGMT":"2024-01-15 15:11:00","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":1,"sec":4},"status":"publish","excerpt":"Our survey reports on large businesses' struggles and successes with scaling their customer service for busy times."},{"id":1969,"link":"https:\/\/www.fmoutsource.bmes.shop\/24-7-customer-care\/","name":"24-7-customer-care","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2023\/07\/247-CS-Featured-Image.png","alt":""},"title":"A Guide to 24\/7 Customer Care","author":{"name":"FM Outsource","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/admin\/"},"date":"May 24, 2023","dateGMT":"2023-05-24 09:59:00","modifiedDate":"2024-01-15 15:11:28","modifiedDateGMT":"2024-01-15 15:11:28","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/guides-reports-archive\/\" rel=\"category tag\">Guides & Reports<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":8,"sec":16},"status":"publish","excerpt":"At this time of digital transformation 24\/7 customer service accessibility is essential. Your customer care team needs to be available at all times, whenever your customers want them."}]
[{"id":7643,"link":"https:\/\/www.fmoutsource.bmes.shop\/improved-customer-service-airlines\/","name":"improved-customer-service-airlines","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2024\/03\/Artboard-1@2x.png","alt":"How can customer service be improved for airlines"},"title":"How can customer service be improved for airlines before summer?","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Mar 18, 2024","dateGMT":"2024-03-18 09:40:35","modifiedDate":"2024-03-18 09:40:36","modifiedDateGMT":"2024-03-18 09:40:36","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":1,"sec":50},"status":"publish","excerpt":"Various events last summer saw many flights and holidays being cancelled at short notice, which had financial and reputational impacts on airlines in turn. The fallout of such situations serves as a stark reminder of the critical need for airlines to plan and implement effective long-term support strategies to navigate potential disruptions."},{"id":7626,"link":"https:\/\/www.fmoutsource.bmes.shop\/ai-cs-not-ready\/","name":"ai-cs-not-ready","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2024\/03\/Featured-Image-Template-01.png","alt":"Google's Gemini Proves AI for Customer Service Still Isn't Ready"},"title":"Google's Gemini Proves AI for Customer Service Still Isn't Ready","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Mar 4, 2024","dateGMT":"2024-03-04 14:47:17","modifiedDate":"2024-03-18 09:23:28","modifiedDateGMT":"2024-03-18 09:23:28","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":3,"sec":25},"status":"publish","excerpt":"AI for customer service is a bit of a buzzword - and has been for some time - but the recent controversies surrounding Gemini, Google's shiny new conversational AI, shed light on the broader challenges facing AI in customer service. Despite advancements, biases persist within these systems, raising questions about their readiness to replace human operators."},{"id":7618,"link":"https:\/\/www.fmoutsource.bmes.shop\/fm-research-forbes\/","name":"fm-research-forbes","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2024\/03\/FMs-Research-Featured-in-Forbes.png","alt":"FM's Research Featured in Forbes"},"title":"FM's Research Featured in Forbes","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Mar 4, 2024","dateGMT":"2024-03-04 13:56:34","modifiedDate":"2024-03-04 13:56:36","modifiedDateGMT":"2024-03-04 13:56:36","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":1,"sec":13},"status":"publish","excerpt":"Data from FM's Make Every Conversation Count study was recently featured in Forbes magazine. Kate Hardcastle, broadcaster & global go-to consumer insights specialist, recently wrote an article that posed the question: has great customer service checked out of retail for good?"},{"id":7482,"link":"https:\/\/www.fmoutsource.bmes.shop\/importance-cs-2024\/","name":"importance-cs-2024","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2024\/02\/The-Importance-of-Good-Customer-Service-in-2024.png","alt":"The Importance of Good Customer Service"},"title":"The Importance of Good Customer Service in 2024","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Feb 20, 2024","dateGMT":"2024-02-20 10:23:26","modifiedDate":"2024-02-20 10:34:18","modifiedDateGMT":"2024-02-20 10:34:18","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":2,"sec":34},"status":"publish","excerpt":"Customers expect more than ever from businesses, and the importance of good customer service is only growing in 2024. After a year of energy companies failing to meet standards, cost of living crises, and some of the worst press surrounding customer service across many industries."},{"id":7386,"link":"https:\/\/www.fmoutsource.bmes.shop\/ukcsi-2024-news\/","name":"ukcsi-2024-news","thumbnail":{"url":"https:\/\/www.fmoutsource.bmes.shop\/wp-content\/uploads\/2024\/01\/UKCSI-2024-Featured-image.png","alt":""},"title":"UKCSI: Do businesses need to improve customer experience?","author":{"name":"Emma Martins","link":"https:\/\/www.fmoutsource.bmes.shop\/author\/emma-martins\/"},"date":"Jan 24, 2024","dateGMT":"2024-01-24 13:35:39","modifiedDate":"2024-01-24 13:35:40","modifiedDateGMT":"2024-01-24 13:35:40","commentCount":"0","commentStatus":"closed","categories":{"coma":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>","space":"<a href=\"https:\/\/www.fmoutsource.bmes.shop\/category\/news-archive\/\" rel=\"category tag\">News<\/a>"},"taxonomies":{"post_tag":""},"readTime":{"min":2,"sec":48},"status":"publish","excerpt":"The UK Customer Satisfaction Index 2024 is out and it seems to indicate a need for businesses to improve customer experience or fall behind."}]