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Take a look at this Google data on how many people searched for ‘work from home’ in the past year. The chart soars in March 2020 just as many national governments were applying stay-at-home orders and quarantines to help reduce the spread of the Covid-19 coronavirus.

Yes…. Another thought piece on how COVID-19 is re-shaping life as we know it and what can we learn from it going forward.

Did anyone see that Assassin’s Creed Valhalla announcement trailer? Of course, you did. But, chances are you didn’t discover it on your own; instead, it appeared on your social media channels, most likely shared by a fan of the franchise or an influencer. At least, that is how it happened to me. Game marketing has changed in the digital, community, and influencers era.

It’s often said, ‘people are the weakest link in cybersecurity’. I get that and I agree that we must seek to minimize human-related threat vectors. But I believe that if we view our people, our teammates, as our greatest security asset, then we start from a position of strength.

Have you noticed how many companies and senior executives are now experts in building a work from home strategy?

Across the world, business journals have been endlessly reporting of the heroic efforts of companies with large numbers of office-based employees managing to switch to a work-from-home strategy.

For almost two decades, 5CA has been perfecting our work from home customer service model. The latest version, where we only ever hire agents to work from home, has been around since 2015, so it is clear that for us this is very much business as usual.

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 Lead QA Analyst, Sylvia Mattl, and Derek Corcoran, CEO of Scorebuddy.

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.