Blog

In today’s borderless working world, the conversation around talent has shifted—from where people work to how we connect with them. For companies operating on a global scale, the ability to engage exceptional talent regardless of geography is no longer a luxury—it’s a strategic imperative.

In the gaming industry, the top 5% of players contribute up to 50% of total revenue, making VIP management a crucial strategy for studios and publishers. With the global gaming market projected to surpass $200 billion by 2026, competition for high-value players is fiercer than ever.

When companies decide to switch customer support vendors, it often feels like embarking on a high-stakes journey. The current vendor isn’t meeting expectations, and it’s clear a change is needed.

Discover how to effectively manage customer support demand spikes during seasonal surges, product launches, and viral marketing campaigns. This guide covers the importance of peak management, the challenges faced, and best practices to ensure exceptional service quality. Learn how to balance capacity, maintain service quality, and manage costs efficiently. By leveraging technology, remote workforce, and proactive planning, businesses can turn high-demand periods into opportunities for building trust and loyalty.

The customer support industry is like a moving target, always evolving and challenging leaders to keep up. Over my 17+ years in this field, I’ve had the privilege of working closely with customer support teams across industries, shared stages with industry leaders and learned directly from their experiences.

Staying updated on technological advancements is essential for customer service professionals navigating the rapidly evolving field of automation and AI. At 5CA, we’re committed to integrating innovative solutions into our services while exploring the future of AI-driven customer experiences.

As we have closed out Cybersecurity Month, I wanted to take a moment to reflect on the critical importance of this initiative for us as a company and for all of us as individuals.

On October 16th, 5CA hosted over 50 leaders in player and customer support at Amsterdam’s Volkshotel for a day filled with insights, networking, and fresh ideas.

In a world where customers expect quick, seamless support, the ability to scale your support team has become essential. By working with many customer support leaders, however, I have learned that creating a truly scalable support system isn’t just a challenge; it’s a constant battle. From rapidly changing customer needs to unexpected contact surges, the demand for flexibility in team size and expertise is greater than ever.