5CA

Digital (mis)communication

5CA

A lot of people are currently being thrust into the murky waters of communicating purely via different apps. It’s dangerous. I’m Australian, and to me the perfect analogy would be diving head-first into a muddy river on a scorcher of a day

52

After the crisis, what is the future for work from home strategies?

5CA

Many management consultants and business experts are advising executives to move their workforce home with laptops until the crisis is over. What they are not saying is that this is now business as usual - the new normal

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#PlayApartTogether: gaming is helping to maintain good health during self-isolation

5CA

The World Health Organization and almost every national government has encouraged everyone in non-essential roles to stay at home. With millions of people in self-isolation, there is a real need to ensure these people have something to do

Trial and error: experiments in engagement

5CA

Workforce engagement is a buzzword. And like all good buzzwords, there’s a lot of hype around it, but something really valuable at the heart of it too.

69

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

Are you ready to embrace the new economy?

5CA

Companies across the world are finding their business extremely disrupted at present and it looks like things may get worse before they get better. During this time there has been a strong focus on the need for people to work from home

52

Pulling apart the myth that work can only be done in one place

5CA

I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks

52

Pulling apart the myth that work can only be done in one place

5CA

I speak from a limited experience when it comes to working remotely, but one that is all too familiar to many people who work or study in modern urban environments.

The new economy

5CA

Four years ago at the World Economic Forum (WEF) in Davos, WEF Founder Klaus Schwab predicted that the world of business wa s about to undergo a radical and sudden change.

HOW WORKING FROM HOME ALLOWED ME TO EAT IN THE WORLD'S BEST RESTAURANT

5CA

I’ve been passionate about cuisine for as long as I can remember. I attended the Ritz school for kids in Paris at the age of five, did an internship in a 3 Michelin star restaurant at fifteen and at twenty-six I ate in the best restaurant in the worl d. Work From Home

52

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

International Women’s Day at 5CA

5CA

International Women's day is here and we would really like to give it the attention it deserves.

52

Gen Wii – Alexa, find me a job!

5CA

In this new day and age where no one spends more than 67 seconds away from a screen without at least a hint of anxiety, recruiting and engaging this new wave of job seekers is no less complicated than swiping right, get a match and then not really knowing how to open a conversation anymore (sound familiar?).

52

Gen Wii – Alexa, find me a job!

5CA

Floppy disks or cloud storage. Two terms that most likely just evoked an image in your mind. Oh, wait, Floppy disk doesn't ring a bell? In that case, you're probably the reason I'm writing this up. Recruitment

52

Knowledge is power, or is it?

5CA

One methodology to aid in creating the right structure and behaviors in the customer support or customer service domain is called KCS (Knowledge-Centered Service

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Knowledge is power, or is it?

5CA

"Knowledge is power". This quote has been used by several great minds throughout history but is most often attributed to the works of philosopher Sir Francis Bacon in his work Meditationes Sacrae (Sacred Meditations) from 1597. Knowledge Management

Meet 5CA's polyglots

5CA

Last Friday, the 21st of February, was International Mother Language Day – an annual observance aimed at raising awareness of linguistic and cultural diversity and promoting multilingualism. At 5CA, we have no shortage of multilingual speakers!

52

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.

Trial and error: experiments in engagement

5CA

Workforce engagement is a buzzword. And like all good buzzwords, there’s a lot of hype around it, but something really valuable at the heart of it too

52

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

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.

How working remotely has allowed me invaluable time with my son

5CA

"I'm on break, it's my turn to hold him!" This is just one statement many fathers don't get to say to their significant other as they usually do not have home based job. The first set of stressors that come with being a new parent is the concern of scheduling, finances, and returning to work. Work From Home workfromhome

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

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

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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…?”

Lean, Mean Cloud Machine

5CA

At 5CA, we’ve over a thousand customer support agents working from home all over the world. We provide customer support in any language, at any time and over any channel. We’re developing Artificial Intelligence (AI)-backed tools to empower users and assist our agents.

How working from home allowed me to eat in the world’s best restaurant

5CA

I have to say, the first time leading a team without ever being in the same room is quite a unique and unsettling experience in the first few weeks, but I have found that it makes you work a lot on your communication skills

40

International women’s day at 5CA

5CA

International Women’s day is here and we would really like to give it the attention it deserves. That is why we’ve asked Recruiter Ivana Bera, Senior Agent Ana Morazán, Traffic Controller Cinandi Botha and Administrative Assistant Sera Ozerinc to answer 5 questions

40

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.

The environmental impact of remote work

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

Meet 5CA’s polyglots

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 also presents an intriguing challenge: How do we balance flexibility, productivity, and security

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

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).

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.

Lean, mean cloud machine

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 also presents an intriguing challenge: How do we balance flexibility, productivity, and security