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News & Insights

News & Insights

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

 

Pulling apart the myth that work can only be done in one place

I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks...

How working from home allowed me to eat in the world’s best restaurant

I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks, but I have found that it makes you work a lot on your communication skills...

International women’s day at 5CA

International Women’s day is here and we would really like to give it the attention it deserves. That is why we’ve asked Recruiter Ivana Bera, Senior Agent Ana Morazán, Traffic Controller Cinandi Botha and Administrative Assistant Sera Ozerinc to answer 5 questions...

Gen Wii – Alexa, find me a job!

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?).

Knowledge is power, or is it?

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).

Meet 5CA’s polyglots

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?

Trial and error: experiments in engagement

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.

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...

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)...