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In BPO, we often talk about how we deliver the best possible customer experience. We focus on training knowledgeable and empathetic agents, we run and rerun staffing simulations to ensure minimal wait times.

A few days ago, I participated in a webinar titled ‘Pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Chief Customer Officer Rob van Herpen, and Derek Corcoran, CEO of Scorebuddy.

Last month, Vice ran an interesting article by Jess Morrissette on how games marketing invented toxic gaming culture by promoting toxicity and harassment as value propositions for gaming.

My experience with starting to work remotely has certainly been one of the very best opportunities I’ve had so far. It changed my life, for the better.

95% of 5CA works from home. So when it comes to recruitment, we can hire the best — not just those who live near our contact center. But how exactly do we find quality agents?

95% of our team works from home. Find out how 5CA maintains a work-from-home strategy focused on our agents’ happiness, motivation, and quality of work.

I’ve been working from home for a full year now, and no working experience can compare. Working from home is a real dream come true.

One of the most interesting things about the gaming industry is that gamers don’t behave like customers. Sure, they have no problem spending like customers, but their devotion and passion makes them more like super-fans.

At 5CA, working from home is just business as usual. 95% of our team is based at home so we have been watching the sudden focus on work from home business models, especially for customer service, with some interest.

It sounds kind of obvious, but training and developing your remote workforce is essential to improving their skills and performance.

I saw the situation, and I went for it. 2014 was going to be a decisive year. It was to be the year I got laid off from my well paid corporate job and the year I decided to study Permaculture and reunite with nature again! Along this journey, the desire and need arose to earn money again.

Because 95% of our team works from home and we have been working this way for over 15 years I feel confident that I can help people to understand what it is really like to build a work from home strategy. There are so many ‘experts’ online at present, but who has real knowledge?