News & Insights

News & Insights

Articles, advice and how-to guides to help you deliver an excellent customer experience for your global customers. Our in-house experts write about a variety of topics including CX, WFH, gaming, and many others.

Our blogs receive updates at least twice a week, so make sure to visit frequently to get all the latest news and insights from 5CA.

Follow us on our social media channels to always stay in the loop with all the latest blogs and everything new we’re doing here at 5CA.

 

The environmental impact of remote work

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. A lot has been written about the benefits of remote work, both for companies and individuals. One topic that has received considerably less coverage but is increasingly important in the current context is the environmental impact of remote work.

Best practices for using a learning management system

In virtually any organization where continuous learning and improvement are priorities, there will eventually be a need to organize learning and training using a Learning Management System (LMS)...

Lean, mean cloud machine

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?

What is workforce management? (and why you should care)

The most common response I get when I tell people I work in Workforce Management (WFM), often coupled with a very confused facial expression, is “Hmmm, is that in HR…?”. Given that labor costs can account for up to as much as 70% of total business costs, such as employee wages, benefits, payroll, and other related taxes, it always surprises me that Workforce Management is still not a widely recognized industry.

Why so many companies still fail at customer experience

In today's business world, you’d be hard-pressed to find someone who does not agree that Customer Experience is an essential aspect when building and maintaining a profitable business.

Best practices: engaging remote contact center agents

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. As more and more companies embrace the work-from-home revolution, it is becoming evident that telecommuting is a big part of the future of the workplace. At 5CA, we embarked on this journey 5 years ago and haven’t looked back.

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?

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?

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. In this article, I will share a couple of strategies and principles I use in my daily contact with our clients to help them put the voices of their customers on the corporate agenda.