Customer Service Call Centre

Customer Service Call Centre

The personalised value of data driven insights

Access to data and analytics as a form of reporting is no longer exclusive to large corporations with deep pockets. Data can come...

On a call with Scott Maher

FMI provide a multitude of business services, and sometimes we are fortunate enough to find individuals who are able to seamlessly pivot, adapt...

Why you should consider using a Contact Centre

Given the current pandemic, Contact Centres have become a central component in companies’ operations, as it is the main area of communication between...

FMI Contact Centre provides digital means to re-energise B2B sales

There is a lot about our own business that we have learnt in the last month. One of the key revelations about this...

5 Core Principles of Effective Customer Care

As the saying goes: there is no pleasing everyone. And no matter how well thought out your brand strategy is and the customer...

Customer Service Technology

The pace and complexity of customer service is heightened by a myriad of factors such as competitive and financial pressures and consumers’ expectations...

The feel good factor of improving customer service.

Delivering excellent customer experience is something we are passionate about at FMI, and rightly so, as it is predicted to become more important...

Do customer service skills really matter?

I have recently been thinking about customer service skills. I know it’s not exactly up there with questions about life, the universe and...

The Role of Whatsapp in Customer Care.

Who does not like receiving a Whatsapp message? We have family groups and friend groups, groups for baby showers, groups for birthdays, sport...

4 Pillars to develop your Customer Retention Strategy

We all know that retaining a client is less expensive than acquiring a new client. Yet, when it comes to increasing revenue, so...

A demand for Quality Control

In business today, there is no room for mediocrity. Quality of customer experience has become the market differentiator in industries where products are...

Customer Service – A Case Study

As brands aim to build engagement with customers throughout an increasingly fragmented customer journey, customer support plays a pivotal role in enhancing the...