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