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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.

 

Lean, mean cloud machine

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?

What is workforce management? (and why you should care)

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…?”

Why so many companies still fail at customer experience

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.

Best practices: engaging remote contact center agents

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...

Securing our work from home workforce

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.

How self-scoring leads to better customer interactions

We’ve probably all heard of quality assessment (QA) before, where a quality specialist goes over agent interactions and checks to see if there are any possible areas of improvement or development...

Are you really listening to your customers?

The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it?

Who is responsible for employee development?

Staff engagement has a variety of factors that employees should give attention to, and one of these factors that I am particularly passionate about is employee development.

Why critical thinking is crucial for great customer experience

In this article, I’ll provide you with five tips to shape your customer service organization in such a way that you can prevent your customers from experiencing exactly this.