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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CX companies moving rapidly to WFH are about to discover a major flaw in the recruitment industry

At 5CA, working from home is just business as usual. 95% of our team is based at home so we have been watching the sudden focus on work from home business models, especially for customer service, with some interest. The COVID-19 coronavirus pandemic is creating a wave of companies asking their employees to work from home, but it takes time to get it right - you can’t change your corporate culture overnight.

How to train and develop your remote workers

It sounds kind of obvious, but training and developing your remote workforce is essential to improving their skills and performance. It encourages them to be more engaging within the workforce of your company while working from their home office, which leads to happy, effective and great employees that are here to stay...

Tech assistance from the holy mountain

I saw the situation, and I went for it. 2014 was going to be a decisive year. It was to be the year I got laid off from my well paid corporate job and the year I decided to study Permaculture and reunite with nature again! Along this journey, the desire and need arose to earn money again.

The three secrets of work from home productivity

Because 95% of our team works from home and we have been working this way for over 15 years I feel confident that I can help people to understand what it is really like to build a work from home strategy. There are so many ‘experts’ online at present, but who has real knowledge? You might want to ask if their observations are based on real experience or they just started reading McKinsey reports about the COVID-19 crisis and are now sharing those same ideas.

Mobile gaming: unauthorized spending increases with people at home

With more and more companies providing work-from-home possibilities, and children spending more time at home during school breaks, many tend to fill the time previously spent commuting or at after-school activities on picking up new or old hobbies. It comes as no surprise that playing video games is one of those favored hobbies.

Digital (mis)communication

A lot of people are currently being thrust into the murky waters of communicating purely via different apps. It’s dangerous. I’m Australian, and to me the perfect analogy would be diving head-first into a muddy river on a scorcher of a day.

After the crisis, what is the future for work from home strategies?

Many management consultants and business experts are advising executives to move their workforce home with laptops until the crisis is over. What they are not saying is that this is now business as usual - the new normal. Even if the immediate crisis is conquered and the population no longer needs to practice self-isolation, we are not going to see a return to the way that businesses were run in the past. I know, because my company operates successfully with 95% of our team working from home and we have done this for over 15 years.

#PlayApartTogether: gaming is helping to maintain good health during self-isolation

The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation there is a real need to ensure these people have something to do. Netflix has started reducing their streaming quality to ensure the system can cope with demand, but what else can you do when isolated at home?

Culture and community are essential for a successful work from home strategy

Companies across the world are facing an unprecedented wave of disruption at present. One of the specific outcomes from this is that many people are suddenly working from home. Many have no experience working away from the office and so the business journals are full of tips on how to make it work.