For facilities managers, response time is no longer just a customer service metric – it has a direct impact on revenue, reputation and retention. Today, customers expect immediate engagement, whether that’s reporting a maintenance issue, requesting a quote or chasing ...

Almost half (42 per cent) of LGBTQ+ employees feel unsupported by management and HR when facing LGBTQ+ issues, according to research from ‘Pride in Leadership’. Issues include a lack of policies that ensure a positive working environment for LGBTQ+ employees, ...

This is the first time in history that employers are managing five different generations. Surveys have shown that while Gen Z report lower job satisfaction and burnout than any other group, 73 per cent of over 50s feel overlooked by ...

With employees working a much broader range of hours, in different ways and increasingly from different work settings and locations, the way businesses handle calls has changed finds Helen Strother Call-handling can present various operational challenges. They need the technology ...

Front of House providers explain to FMJ how reception and guest services have evolved to support fluctuating occupancy levels while helping to create a sense of community in the workplace According to research by Moneypenny, 82 per cent of FMs ...

Research from Moneypenny and Censuswide reveals that three quarters of consumers say that a good call experience is a powerful customer service differentiator. Despite this, companies still aren’t answering their phones, messages aren’t being passed on, phone numbers aren’t being ...

The key to attracting and retaining talent? Being a ‘Great Place to Work’ says Jess Pritchard, Head of the Corporate Sector at Moneypenny on winning GPTW certification A positive workplace culture can be a major differentiator when it comes to ...

Amid ongoing technological change and the global upheaval brought about by Covid, one tool has proven itself to be a stalwart in the world of communications – the phone. According to new research from Moneypenny and Censuswide, when it comes ...

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 ...

Leading outsourced communications provider, Moneypenny, has launched a world-first integration with Microsoft Teams to minimise interruptions for time-poor businesses, improve clients’ call experience and support new hybrid-work behaviours. The integration with Microsoft Teams enables incoming calls to business switchboards to ...