News & Insights

News & Insights

Articles, advice and how-to guides to help you deliver an excellent customer experience for your global customers.


E-Retail: proactive CX, Call drivers & advocacy

In BPO, we often talk about how we deliver the best possible customer experience. We focus on training knowledgeable and empathetic agents, we run and rerun staffing simulations to ensure minimal wait times. These things are important, but, for the most part, once a customer is reaching out to us, it’s already a ding to the overall customer experience. Customers want an easy experience that works as it should and is intuitive.

Webinar: how trust and transparency create quality in work from home

A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Chief Customer Officer Rob van Herpen, and Derek Corcoran, CEO of Scorebuddy.

How providing a safe player environment can drive retention and life time value (LTV) in mobile games

Last month, Vice ran an interesting article by Jess Morrissette on how games marketing invented toxic gaming culture by promoting toxicity and harassment as value propositions for gaming. While considered perfectly reasonable at the time, games marketing has luckily taken a turn for the better.

Crossing oceans with 5CA

My experience with starting to work remotely has certainly been one of the very best opportunities I’ve had so far. It changed my life, for the better. I’ll gladly tell you the short story of how I went from an in-office agent biking to the station every day, to exchanging my bike for snow boots when I reached my new home. 

#WorkFromHome Webinar: educational levels of WFH agents and the link to quality

Companies across the world are racing to get their team all working from home to protect them. During multiple global lockdowns citizens are expected to practice social distancing, therefore it is essential for companies to operate with as many people as possible working from home.

#WorkFromHome Webinar: How To Keep Remote Agents Motivated

95% of our team works from home and we have been working this way for over 15 years, where we truly understand what it is really like to build a work from home strategy with a huge focus on quality.

Working from home, a dream that came true

I've been working from home for a full year now, and no working experience can compare...

Customers vs. fans: supporting MMO gamers

One of the most interesting things about the gaming industry is that gamers don’t behave like customers. Sure, they have no problem spending like customers, but their devotion and passion makes them more like super-fans.

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.