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Customer Service Blog

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Securing our work from home workforce

May 22, 2019

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...

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Creating an excellent live chat experience for your customers

May 15, 2019

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...

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How self-scoring leads to better customer interactions

May 08, 2019

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....

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Pros and cons of outsourcing customer service

May 01, 2019

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...

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Why customer service is key to delivering great CX

Apr 25, 2019

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...

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Are you really listening to your customers?

Apr 11, 2019

The most successful companies make listening and understanding their customers a vital part of their business strategy. Sounds simple, doesn’t it? Unfortunately, the reality is different. In a time...

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How to hire your first customer service representative

Apr 04, 2019

Your company is rapidly growing, and it is time to hire your first customer service representative; this will be the first person at your company who will be completely customer-focused. The work is...

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GDC 2019 Wrap-Up

Apr 02, 2019

This year’s GDC was record-breaking: Over 29,000 developers descended upon San Francisco for a week of sharing, learning, networking, and of course, fun! From the huge list of top-notch talks to...

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Starting small with analytics: A little data goes a long way

Mar 28, 2019

Back when I lived in London, it was a very exciting time every year when the big department stores lit their Christmas lights on Oxford Street. Catching a double-decker bus in the evenings, sitting...

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