Category: Employee Experience

Three-quarters of customer-facing workers are heading to imminent burnout 

MaxContact calls on the industry to make 2022 the year of the agent and rebalance employee well being with customer satisfaction.  Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career...

Avoid management burnout with agile practices

It is no secret that burnout has infiltrated our workforce. Surely you have encountered this state of numbing exhaustion, after a period of excessive and prolonged pressure. Sound familiar? In fact, experts say that management burnout has reached record levels....

Should you build a hybrid working model in 2022?

It would be fair to say that business leaders have faced more questions than they had answers for over the past 18 months. While at the time this might have felt like chaos, the pandemic opened our eyes to a...

Turning your employees into organizational culture and brand ambassadors

Employees have the power to be a company’s best supporters or its worst detractors. You’ve likely read positive posts from employees on LinkedIn celebrating their company’s values, commitment to diversity and inclusion. However, you’ve surely also noticed when employees share negative reviews and experiences on sites like...

Employee NPS: recognizing the power of promoters within your company

Employee NPS often gets unnoticed by leaders focused exclusively on driving CX related impacts. However, neglecting employee perspectives on their overall experience might cost businesses in the long run. One of the reasons companies should implement employee NPS as their standard...

Business and organizational anthropology: understanding humans from the inside out

It might come as a surprise that business and organizational anthropology are garnering significant attention in today’s corporate environments. Forrester’s report on ‘The future of CX’ from 2019, named anthropology as a core discipline shaping the path of CX, while...

Global workplace report 2021: what do employees expect from the hybrid workplace?

Employee experience (EX) has been changed irrevocably due to the pandemic. Remote working has boosted productivity and allowed employees to avoid long, busy commutes. On the other hand, we also saw employees missing the benefits of in-person meetings and general...

HR Week: CXM partners with one of the biggest HR conferences in Europe

The CXM team is excited to announce a new media partnership with one of the largest HR conferences in Europe. With 150+ exceptional speakers from various industries, this event is going to inspire leaders across industries to design workplaces where...

Happy first day of work – improve your employee onboarding experience

Ensuring a happy first day of work for a new employee is much more important than many organisations would ever imagine. According to recent studies, the employee onboarding experience is crucial for long-term satisfaction and optimal performance, yet many brands...

What do contact centre agents have to say about their wellbeing in 2021?

In line with the celebration of the Customer Service Week in 2021, the CXM team received much information about the current status and trends in the world of CX. We decided to share with you some of the most intriguing...