Customer Service Blog

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...

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...

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...

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...

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;...

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;...

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...

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...