5CA

How self-scoring leads to better customer interactions

5CA

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.

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

5CA

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 in the front row on the upper deck and viewing all the sparkling lights was always a magic moment

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Who is responsible for employee development?

5CA

A few years ago, after over twenty years working in the Customer Service Industry, I crazily returned to university and completed my master’s degree in HRM, where my final thesis focused on linking staff engagement to brand loyalty

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

5CA

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…?”

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

The environmental impact of remote work

5CA

A lot has been written about the benefits of remote work, both for companies and individuals. One topic that has received considerably less coverage but is increasingly important in the current context is the environmental impact of remote work.

Best practices for using a Learning Management System

5CA

In virtually any organization where continuous learning and improvement are priorities, there will eventually be a need to organize learning and training using a Learning Management System (LMS).

Why so many companies still fail at Customer Experience

5CA

Best Practices: Engaging Remote Contact Center Agents

5CA

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 ago and haven’t looked back. Customer Support Work From Home

The Basic Building Blocks for Agent Training

5CA

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 your company, and the first point of contact for customers.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Why customer service is key to delivering great CX

5CA

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 includes good customer service.

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

5CA

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; equally important is getting people to engage with that content.

6 Quick Tips to Manage your Ticket Backlog

5CA

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; it will always be intimidating when you see a towering ticket backlog.

How to hire your first customer service representative

5CA

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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

5CA

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).

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

5CA

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.

Integrated Community Development

5CA

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 to give yourself the best opportunity for success!

3 Quick Tips for Creating Great Player Experiences

5CA

With the rising cost of user acquisition, never has considering the full Player Experience been so critical to success.

56

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

CCPA vs GDPR

5CA

2018 is likely to be remembered as the year of the consent pop-up.

52

Creating an excellent live chat experience for your customers

5CA

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 with companies ( source ). For customers, it provides immediacy when they want to resolve an issue.

Sales 52

Pros and cons of outsourcing customer service

5CA

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 service. However, before taking the plunge, it might be worth weighing the pros and cons

Are you really listening to your customers?

5CA

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The 7 most common customer service outsourcing myths

5CA

Working in customer service outsourcing, I have experienced some resistance, mostly due to misconceptions regarding the practice. There are a lot of myths out there stopping companies who could benefit immensely from outsourcing their customer service.

Customer Service Terms: The only glossary you will ever need

5CA

If you are new to customer service you probably already realized that the industry has its own set of terms. Some of them are pretty straight forward but, others can seem like a whole other language

The Care and Feeding of Your Player Experience Team(s)

5CA

To be blunt, when I first started leading a Player Experience team, I was completely out of my depth. I had no experience as a manager and not much guidance on how to be effective as a leader.

Why critical thinking is crucial for great Customer Experience

5CA

How often have you contacted customer service and received a generalistic, completely useless response? Even though you clearly described the problem, included the troubleshooting steps you already took and even indicated potential causes for the problem you are facing? Customer Experience

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

The 4 most effective eCommerce customer service practices

5CA

ECommerce not only means being open 24/7 but also missing out on having face to face interactions with your customers or potential customers

Securing our work from home workforce

5CA

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 a great story; expert service in any skill or language, an enticing work experience, and a sustainable business. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security? Work From Home IT

Key things you should know about customer support channels

5CA

Choosing the right channel to do customer support can make or break a fledgling business. Understanding the trade-offs between the most common channels is essential

It's not me, it's you. Why cancelling is part of CX.

5CA

When you think about Customer Experience I'm willing to bet you'll typically think about the experiences customers have when evaluating a product or service, choosing and buying it, and then actually using it. Customer Experience

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Do you listen to reply? Or to understand?

5CA

I have often been told to listen more and speak less. As a passionate person by nature and an evangelist for great customer service, I find this hard to do. Sales

What you should do to be GDPR compliant

5CA

In our previous article we explained the differences between the previous data protection legislation and the new Regulation (GDPR) were; in this second installment we will provide you with a few steps to start your GDPR journey.

52

What the GDPR is and how it will affect your company

5CA

If your company is obtaining and/or storing data from clients who are residing in the EU – no matter whether this processing is done within the EU or outside – it will be affected by the provisions of the General Data Protection Regulation (GDPR).

52

4 Good Reasons Why You Should Care About Customer Support

5CA

Before setting up your customer service department and diving into the nitty-gritty of goal setting, tools, and selecting support channels, take some time to really think about what customer support can add to your business and how it can help you achieve your business goals

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.