Customer Service Blog

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…?” Given that labor costs can...

It’s Saturday night, and there’s a server issue that’s affecting tens of thousands of your players. Hundreds of customer support tickets are coming in by the minute. The issue will be resolved in the...

You’ve created a great product, released it out into the world, and made a huge splash with your Marketing campaigns. Now it’s time to think about this ‘Community’ thing, right? Well, not if you want...

2018 is likely to be remembered as the year of the consent pop-up. With the introduction of the EU General Data Protection Regulation (GDPR), we were all inundated with emails and notifications for...

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 makes for...

Even though phone an email are still the most used communication channels across demographics; live chat continues to gain traction with 44% of millennials and 43% of Gen Z using it to get in touch...

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....

If customer experience is not one of your core competencies and you are finding it increasingly hard to keep up with your customers’ expectations, you might be considering outsourcing your customer...

Customer experience (CX) must be one of the most popular catchphrases being used by businesses today. Companies are embracing the idea and investing in creating a strong customer experience, which...