Articles, advice and how-to guides to help you deliver an excellent customer experience for your global customers.
In this new day and age where no one spends more than 67 seconds away from a screen without at least a hint of anxiety, recruiting and engaging this new wave of job seekers is no less complicated than swiping right, get a match and then not really knowing how to open a conversation anymore (sound familiar?).
One methodology to aid in creating the right structure and behaviors in the customer support or customer service domain is called KCS (Knowledge-Centered Service).
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?
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...
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)...
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…?”
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.