Category: Employee Experience

Relevance: The Key to Organisational Engagement

Employees within your organisation — no matter where they rank in the org chart — are a lot like the customer of today. Rather than being interested in communications that are all about telling the company story (i.e., “Look at...

The True Cost of Putting Your People Second

“We are in unprecedented times!” That is the declaration that I have heard over and over for several months now, and it is usually the start of an announcement about cutbacks, site closures, and redundancies. In many aspects, we are in unprecedented...

2020 UK Employee Experience Awards: Winners Announced

The winners of the 2020 UK Employee Experience Awards have been revealed at the Live Online event on 10th September, celebrating teams and individuals who are committed to improving the employee experience. Finalists were competing to secure Gold, Silver and Bronze...

Managing Teams Effectively in The New Blended Workplace

Recent reports show that the blended workplace is very much a reality. Nearly 1 in 5 UK workers plan to work from home indefinitely, half expect to go into the office every day, and two thirds of Londoners plan to...

How Remote Working Encourages Compassion In The Workplace

There is no question that video calls have become a lifeline for many over the past few months. Sales of the software have skyrocketed, virtual happy and coffee hours were our new favourite pastime, our workdays became cluttered with video...

You Are on Mute: The Perks and Downsides of Working From Home

A new study on productivity and employee well-being in a remote-first workplace find inadequate tools, lack of consensus on digital etiquette and guidance as major challenges in this type of working environment. The international study conducted by digital transformation leaders, Adaptavist,...

Diversity and inclusion in CX

A lot is written about diversity and inclusion in CX in recent times, but not merely enough. In my opinion, there are two sides to the diversity ‘coin’ and, when it comes to the contact centre, inclusion is equally important –...

Tips for Perfecting Your Virtual Recruitment Process

Hannah Louise Cox is Executive Search Consultant at Douglas Jackson and a Judge at the UK Digital Experience Awards 2020. Read about Hannah’s experience at last year’s UK DXA. Times have certainly changed in these last few months and we are living...

Improving Agent Experience Essential to Customer Satisfaction and Loyalty, New Study Finds

The findings of the latest research study by NICE inContact show the views of contact centre agents on their impact on customer experience, being effective brand ambassadors while inspiring brand loyalty and lifetime value. Contact centre agents have an important role...

Free Guide: Set up Your Remote Team for Success

Many organisations were forced to shift their contact centre staff to remote positions during these times, but have they done it the right way? Here’s a guide on making the most out of your remote contact centre team. In emergency situations...