by Erin Johnson | March 31, 2020
The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation there is a real need to ensure these people have something to do. Netflix has started reducing their streaming quality to ensure the system can cope with demand, but what else can you do when isolated at home?
Games. Take a look at the launch announcement for the #PlayApartTogether movement. Leading brands from the gaming industry, such as Riot Games and Blizzard Entertainment have joined with the World Health Organization to encourage people to play games when in quarantine or isolation.
Not only are games fun and a great way to pass all those hours at home, but many games are also social so you can avoid many of the distressing problems that isolation can create just by playing a game and talking to other gamers.
It’s not just Riot and Blizzard that are seeing an enormous wave of gamers logging in, you cannot buy a Nintendo Switch in the US right now unless you are prepared to pay double the usual price on eBay. Amazon, Walmart, GameStop, Target, and Best Buy are all completely out of stock. Nintendo is rushing to get more consoles to market.
It is the social aspect of gaming that really makes it so valuable during this global crisis. People forced to stay home alone can see their mental health deteriorate quickly. Many are anxious about their employment or family anyway so to add the complete isolation on top of an already worrying situation can sometimes just be too much.
There is a great opportunity for the many healthcare and wellness apps to also build visibility. Many of these apps have been growing in popularity anyway, but their value right now cannot be underestimated. Combine some new games for regular social contact and an app like Calm, to help with meditation and sleep, and it looks like the app store could be the best new friend for millions of people.
Many who are new to gaming or have not played any games for years might not realize just how social they are today. Many modern gamers play mainly for social interactions. Games where you explore virtual worlds, such as League of Legends, World of Warcraft or Runescape, can feature many thousands of people inside the game simultaneously and you can socialize with them. In fact, at a time when it is becoming difficult to socialize in the real world, gaming is offering perhaps the best alternative.
We should also be aware that many of those isolated will be elderly members of society. Many of these people will be familiar with communication tools like Skype and Zoom because family members have shown them how to use them to stay in touch, but there is likely to be a disproportionate number of elderly people who are uncomfortable with these tools.
The New York Times recently published a story featuring some great examples of friends and family helping their relatives to get connected and this is a lesson for all of us right now – if you have technology and social media skills then can you offer some time to help someone who is less comfortable with these tools?
We are all facing this challenge in different ways, but one of the most basic requirements for all humans is that we are social. If we can use games during this difficult time to ensure that we can keep on interacting with other people then these games will be much more valuable than just a pastime – they will be lifesavers.
Account Manager, Mobile Gaming CX Solutions
Following on from National Customer Service Week, our Chief Customer Officer Rob van Herpen reflects on the journey that customer service has undergone in the last decade, and the role it plays within the wider scope of the whole customer experience.
I started working for 5CA back in October 2019. Currently, I’m working as a Gaming Technology Support Agent in Spain. My job as an expert on the products of the company I'm supporting is to offer support to customers and get them up, running and happy in no time.
2020 is set to be a blockbuster year for gaming. In particular, mobile games that don’t need the player to invest in a console or any other equipment. One of the effects of the stay-at-home and quarantine orders during the Covid-19 coronavirus pandemic has been that people have needed to find things to keep them occupied.
The white paint lines on the road crept passed ever so slowly, like my life tricking away.
I tapped the steering wheel with my nails, trying to release the pent up stress and irritation while the radio mindlessly droned on. Then the tears came, right on time, same as usual.
When you look at how many people searched for ‘work from home’ in the past year, you see 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. This is no surprise. Every company that could possibly keep functioning with remote workers asked their people to go home.
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? According to Malcolm Gladwell it takes 10.000 hours of individual practice to become an expert at anything. Have those 320 business hours since the 1st of March really made everybody an expert?
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. This has particularly impacted the contact centers because they have a large number of people in a small area and this is no longer acceptable because of the social distancing required to keep us all safe.
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.
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.
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. I’ll gladly tell you the short story of how I went from an in-office agent biking to the station every day, to exchanging my bike for snow boots when I reached my new home.
Companies across the world are racing to get their team all working from home to protect them. During multiple global lockdowns citizens are expected to practice social distancing, therefore it is essential for companies to operate with as many people as possible working from home.
95% of our team works from home and we have been working this way for over 15 years, where we truly understand what it is really like to build a work from home strategy with a huge focus on quality.
I've been working from home for a full year now, and no working experience can compare...
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. It encourages them to be more engaging within the workforce of your company while working from their home office, which leads to happy, effective and great employees that are here to stay...
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!
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.
A lot of people are currently being thrust into the murky waters of communicating purely via different apps. It’s dangerous. I’m Australian, and to me the perfect analogy would be diving head-first into a muddy river on a scorcher of a day.
Many management consultants and business experts are advising executives to move their workforce home with laptops until the crisis is over. What they are not saying is that this is now business as usual - the new normal.
Companies across the world are facing an unprecedented wave of disruption at present. One of the specific outcomes from this is that many people are suddenly working from home. Many have no experience working away from the office and so the business journals are full of tips on how to make it work.
Companies across the world are finding their business extremely disrupted at present and it looks like things may get worse before they get better. During this time there has been a strong focus on the need for people to work from home...
“I’m on break, it’s my turn to hold him!” This is just one statement many fathers don’t get to say to their significant other as they usually do not have home based job...
I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks...
I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks, but I have found that it makes you work a lot on your communication skills...
Workforce engagement is a buzzword. And like all good buzzwords, there’s a lot of hype around it, but something really valuable at the heart of it too.
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool...
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security?
Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool.