Customer Service Blog

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...

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...