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.

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Mobile gaming is set to soar in 2020

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.

Opening up on WFH: from running mascara to dripping paint

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.

Why culture in a WFH company is more important than in-office

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.

Tips: how to manage customer support in a crisis

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. With people stuck at home and shops closed, several industries, such as e-commerce, streaming entertainment, and gaming, are experiencing hyperactivity. The influx is driving revenues but also customer support needs.

Supercharge your community for increased engagement, retention and organic reach

Did anyone see that Assassins’ Creed Valhalla announcement trailer? Of course you did. Chances are you did not discover it on your own, but 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 truly has changed in the era of digital, community, and influencers.

How your approach to corporate culture can keep your information secure

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.

Cutting through the clutter of the WFH Info-demic experts

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?

We are now delivering CX with WFH 5.0

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.

Growth In CX: recruiting at scale

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.