Missed appointments not only lead to frustration on the part of customers and mobile operatives but also add extra costs for FMs as a recent poll Localz carried out with FMJ reveals An average missed appointment costs between £50 – ...

Hybrid working is now the norm in many workplaces and is highly valued by a wide range of employees. Gary Cattermole, Director of The Survey Initiative, looks at how to measure whether you’re delivering a workplace that employees feel engaged ...

Since the start of 2020, the nation’s phone behaviours have changed dramatically. This presents a new set of considerations for FMs resourcing call handling and devising strategies to manage inbound calls, says Jess Pritchard, Head of Corporate Sector at Moneypenny ...

At the best of times, waiting for a repair visit is unpleasant for customers. But now, the normal discomfort around service appointments is compounded by health and safety fears. This can lead to no-access visits, increased call centre contacts, and ...

FMs will be faced with a range of procurement issues during the lockdown. David Richards, Chief Customer Officer, Bellrock, offers some advice on reviewing your supply chain, whether you need to identify a secondary supplier and how to source continuity ...