Category: Employee Experience

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)...

Streamline your digital workspace to curb tech fatigue

We believed that digital technology would bring seamless collaboration and boost the productivity in our digital workspace. The reality turned out differently.  Over 80% of companies believe that they still need to improve their collaborative working methods to hit their productivity...

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...

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...

Making Remote Work – Work

On Monday the 16th of March began the week that turned all of our lives upside down. Coronavirus hit the UK with a force and the circumstances forced entire companies to work, collaborate, and socialise remotely for weeks on end,...

Puffed Up With Pride: Fostering Employee Engagement

Have you ever had a good customer experience when served by someone who is completely disengaged with their work or their organisation? Probably not. Now think of the opposite end of the spectrum. When someone is really proud of what they...

Remote Control: Keeping Your Employees Safe With Remote Working

Companies around the world are telling employees to work from home to protect themselves from catching coronavirus and to stop it spreading. Business continuity is not the only reason for employees to work from home – remote working increases productivity, results...

Employers Unmasked: People at the Core of the COVID-19 Business Recovery

The COVID-19 – or coronavirus – outbreak has been named a ‘pandemic’ by the World Health Organization (WHO). On making the announcement, WHO Director-General, Dr Tedros Adhanom Ghebreyesus, also said that he was “deeply concerned” by “alarming levels of inaction”...

Facing the Future of Employment: Genesys’ Cameron Smith Talks Employee Experience Tech

As innovation in CX technology continues to reshape how brands interact with customers, the tech leaders behind this growth are also envisioning and creating the workplaces of the future. At Genesys, global leaders in omnichannel CX and call centre tech such...

Gamify your 9 to 5: Design Games as a Business Tool

Most of us have fond memories playing (or arguing) our way through a game of Monopoly with the family or bringing together a group of friends for a game night. That said, few people would associate the term “board game”...

Coronavirus: Time for Employers to Prepare

The coronavirus (COVID-19), an illness that attacks the lungs and airways, has affected around 78,000 people in China, swept over Italy, and continues to spread.  As the virus continues to spread, employers in the UK should agree legal and health and safety procedures...

Veganism, Group Psychology and the Impact on Employee Experience

Veganism has hit the news lately thanks to a court ruling that vegans are entitled to protections in the workplace. It seems like a step forward for the movement, but is this actually just another division across the workforce? Veganism,...