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...

UK Sick Day Costs Could Rise by 45% in 2020

As the UK eases further out of the tight lockdown restrictions that were put in place at the end of March 2020, more and more workers are heading back into offices and factory floors that have laid dormant for nearly...

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 –...

UK Complaint Handling Awards: 2021 Entries now Open!

Entries are now open for the 2021 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2021 will be the fifth year of the UK Complaint Handling Awards, this time held fully online, from start to...

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...

Revealed: Backlog of Unused Annual Leave Could Cost Businesses up to £250,000

New research by InstantOffices reveals that UK businesses are likely to face a huge backlog of annual leave requests that could cost businesses more than £250,000, more than 8.5 million people ate currently furloughed at home. With restriction easing as we...

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...