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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.

 

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.

It’s not me, it’s you. Why cancelling is part of CX.

When you think about Customer Experience I’m willing to bet you’ll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually using it.

Does your company need a customer service mission statement?

Chances are your company has a defined mission statement. A short description of your market, goals, and how you intend to reach those goals...

16 essential customer service metrics you can’t do without

What do you make of this phrase: If we want to improve our CSAT then we need to increase FCR! If you're new to customer service then this is probably complete gibberish to you...