Having had years of experience working in customer and client facing roles, including customer service outsourcing, I was fortunate enough to get the opportunity to join FM Outsource in January 2017. As an ex-client, their company culture and ethos interested me greatly as did the flexibility of the resource and systems.As Chief Engagement Officer I'm responsible for the 'people' teams including Events, HR and L&D, who are leading the way to creating an innovative engagement plan for an even happier, more engaged workforce to make FM Outsource the employer of choice. Working with a team of highly motivated, customer focused colleagues makes my job much easier!FM Outsource specialises in customer service outsourcing, designed for retail. We offer a cost-per-conversation model that maximises cost-efficiency without sacrificing quality. This allows clients to only pay for the conversations we take. Our omnichannel customer contact software can integrate with a range of traditional and digital channels, including telephony, email, SMS, Twitter, Facebook, Instagram, webchat, TrustPilot, Amazon, and eBay. With the ability to offer 24/7/365 and multilingual services, we ensure that every conversation is answered. We focus our energy on delivering a better customer service by monitoring customer satisfaction with benchmarks like Net Brand Sentiment and Net Promoter Score.