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Customer Service Blog

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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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Integrated Community Development

Jun 05, 2019

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...

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CCPA vs GDPR

May 29, 2019

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...

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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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