Category: Employee Experience

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 Today’s Modern CX Centre

A lot is written about diverse workplace policies – especially in recent times – and much is talked about around diversity. In my opinion, there are two sides to the diversity ‘coin’ and, when it comes to the contact centre inclusion...

The Startling Lack of Human Centricity in the Candidate Experience

The initial interactions candidates have when dealing directly with organisations represent the very first opportunity to demonstrate who you are, your people values and to build a relationship that may live long in the memory, irrespective of the application outcome. All...

Work Best Friend Makes the Job Easier, Research Says

According to research collected by Instant Offices, having friends in the workplace can positively affect mood and workflow. Sixty-six percent of British workers say having a friend increases job satisfaction, while over half of UK employees think that having a ‘work...

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...

Proceed With Caution: Essential Advice for Non-Essential Business

This week many retail businesses are starting to reopen. Shops that were considered non-essential during the initial phases of lockdown are preparing to throw their doors open again in a new era for customer experience. It’s been 89 days since lockdown...

Video Conferencing and Remote Working Could Help Decrease Workplace Anxiety, Study Shows

A nationwide study commissioned by tech PR agency Eskenzi PR and carried out by OnePoll, shows that 6 in 10 working individuals of the UK feel less stressed while working from home thanks to using video conferencing tools. The study was...

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...

Free Webinar: Building Trust and Permission with Remote Teams

An upcoming webinar will discuss the importance of trust in organisations and different ways of adapting to the current climate with reinvented leadership styles. Hosted by Awards International in partnership with BlueSky and Capita, the free webinar will take place on...

Half of Employees Feel Neglected by Bosses, New Research Shows

The findings of research done by MHR reveal that 53 percent of all employees believe their employer is not showing concern about their mental health well-being during the current lockdown. The research involved 5,000 UK employees, two-thirds of which (66 percent)...

Streamlining the Digital Workspace To Curb Tech Fatigue

We believed that digital technology would bring seamless collaboration and boost our productivity. Yet the reality has been markedly different. Over 80% of companies believe that they still need to improve their collaborative working methods to hit their productivity goals –...

The Coronavirus Pandemic Presents Excellent Opportunities To Improve EX. Here’s How.

The coronavirus pandemic blindsided every organisation. It not only disrupted business; it also exposed the vulnerabilities in employee experience (EX) and workforce strategy that executives thought they had plenty of time to address. For example, when only 10 percent of a...

Easy as ABC: Employee Recognition and How To Do It Right

Employee recognition is key to the success of any organisation, but whilst this fact has been well established, it seems there is still a lot of room for interpretation. For example, a statistic published by World at work states that the...

How to Improve Employee Experience With Online Reviews

Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients. -Richard Branson. Technology has pushed workforce optimisation forward through the years, and it’s impressive how far businesses have come....

Ask the Mountains: Improving Your CX with These Unexpected Hiking Tips

I love the mountains. I love the feeling of freedom and to be on top of the world. The way you connect with nature, friends, family and yourself is unique. Interestingly enough, as a CX champion, I feel in a similar...

Frontline Anxiety: Why Helping your Customer-Facing Employees During Covid-19 is Vital

Helping staff manage their fear and anxiety will be essential as we move through the Covid-19 pandemic and for those employees in vital customer facing or frontline roles this is going to be especially important. Most organisations have recognised their legal...

The Importance of Customer Experience Recovery

Have you ever experienced a truly terrible customer experience and felt like the offending organisation just didn’t seem to care? The likelihood is that you didn’t go back for more. But what if they could have turned it around? What...