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Customer Service Blog


Why so many companies still fail at Customer Experience

Sep 04, 2019

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. The reports...

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Our Team's Insights from Gamescom 2019

Aug 29, 2019

Gamescom is by far the biggest gaming convention that gathers hundreds of thousands of gamers and companies from the industry every year in the German city of Cologne. It was the 3rd time we...

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The Basic Building Blocks for Agent Training

Jul 31, 2019

When building your customer support team, one of the key steps is preparing the support agents who will be talking to your customers every day. That is no small task. Your agents will be the voice of...

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Best Practices: Engaging Remote Contact Center Agents

Jul 17, 2019

As more and more companies embrace the work-from-home revolution, it is becoming evident that telecommuting is a big part of the future of the workplace. At 5CA, we embarked on this journey 5 years...

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How to keep your employees engaged with your e-learning platform

Jul 03, 2019

Over the years working in Learning & Development, I’ve learned that putting great training content on your learning platform is crucial. But a successful recipe requires more ingredients;...

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6 Quick Tips to Manage your Ticket Backlog

Jun 26, 2019

When you work in customer service, one of the scariest things that can happen is having a ticket backlog. Whether it catches you by surprise occurring all at once, or whether it starts to build up;...

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CCPA: All you need to know about the California Consumer Privacy Act

Jun 19, 2019

If you have a business in the European Union, during this last year, you’ve most likely been hearing nonstop about the General Data Protection Regulation (GDPR). If you also have one in the United...

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What is Workforce Management? (and why you should care)

Jun 12, 2019

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...

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Quick Tip: Using Your Social Media Channels to Mitigate Support Tickets

Jun 10, 2019

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...

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