Category: Employee Experience

Improve quality assurance by creating a deeper human understanding

Quality assurance (QA), in its simplest terms, means checking that a product or service is completely up to scratch. So, when MVF set out to better its QA, its aims were high to create genuine value and assure that what its...

UK’s skills gap hampers career progression

A widening skills gap in the UK is threatening both employee progression and business success, according to new research. ADP’s People at Work 2024 report reveals a global workforce increasingly doubtful about employers’ commitment to skill development. This skepticism is particularly pronounced in the...

Softcat and Hilton recognised as top UK employers for women

Hilton, Softcat, and Bristol Myers Squibb have been named Best Workplaces for Women 2024 in the UK. Global workplace culture firm Great Place produced the list and used its trust index employee survey and analysed the responses of more than 80,000...

Essentialism essentials: Steps for leaders to empower teams through burnout

Burnout has become an all-too-familiar spectre looming over our workforce. With a staggering majority (86%) of employees grappling with the debilitating effects of burnout, it’s no wonder that anxiety, depression and sleep deprivation have become so commonplace. And the consequences are dire....

Reimagining the CMO Role: Empowering Growth in a Dynamic Market

In January, Fortune published an article that explored the ‘shrinking role of the CMO.’ The surrounding conversation, which called for the elimination of the Chief Marketing Officer, has stirred both concern, disappointment, and a ‘are we really here again’ attitude in the...

Why Internal Service Excellence is key to delivering External Service 

Have you ever contacted a company to chase a response only to be told that another department is investigating the issue, but no update has been received? Or perhaps you’ve contacted a company to make a complaint but have been passed from...

3 practical strategies to help customer service agents overcome “The computer says no”

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution...

How marketing can help connect CS and sales to foster a more unified revenue team 

Siloed departments spell trouble for customer retention. While 95% of B2B SaaS companies have customer success (CS) teams, seamless customer experiences demand cross-functional harmony. Sales, marketing, and CS must collaborate and align as one revenue team to anticipate industry shifts. Shatter...

From sales to success: The revenue impact of customer experience training

While the onus of generating revenue historically fell on sales teams, customer success teams also play a pivotal role in this process. Sales teams are tasked with initiating conversations and building relationships with potential customers to close the deal while...

The Law of Congruent Experience: Unlocking Higher Customer Satisfaction Through Employee Happiness

In the complex tapestry of modern business, customer satisfaction stands as a beacon of success and sustainability. It’s the pulse that measures how effectively a company meets the needs and expectations of its clientele. 84% of companies that embark on...