Blog Archives | Page 8 of 8 | 5CA
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Securing our work from home workforce

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 makes for a great story; expert service in any skill or language, an enticing work experience, and a sustainable business. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security?

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How self-scoring leads to better customer interactions

We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development. But what if we turn that top-down model on its head and instead embrace a collaborative approach, empowering them to be co-assessors? What if we ask them to self-reflect on their own performance, rather than only respond to the feedback of a third party?

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Are you really listening to your customers?

The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it? Unfortunately, the reality is different. In a time where customer preferences are evolving faster than ever, ignoring these might turn out to be quite costly.

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Who is responsible for employee development?

A few years ago, after over twenty years working in the Customer Service Industry, I crazily returned to university and completed my master’s degree in HRM, where my final thesis focused on linking staff engagement to brand loyalty.

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Why critical thinking is crucial for great customer experience

How often have you contacted customer service and received a generalistic, completely useless response? Even though you clearly described the problem, included the troubleshooting steps you already took and even indicated potential causes for the problem you are facing?

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It’s not me, it’s you. Why cancelling is part of CX.

When you think about Customer Experience I’m willing to bet you’ll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually using it.

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Does your company need a customer service mission statement?

Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals. But have you ever given any thought about your customer service department’s mission?

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16 essential customer service metrics you can’t do without

What do you make of this phrase: If we want to improve our CSAT then we need to increase FCR!

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