Category: Employee Experience

Flexible Working: A 3-Point Plan for Contact Centers

Flexibility in contact centers means many things to many people. It usually means making life easier for agents, enabling them to strike the all-important work/life balance.  Or, it can apply to the automated technology that makes flexible working possible.  Most...

BrewDog to Split 20% of Profits Between Staff And Charities

Upmarket craft brewer BrewDog is aiming to give away 20pc of its profits between staff and charities as part of its new Unicorn Fund. The Scottish business, which was valued at £1bn earlier this year after private equity house TSG Partners...

How to Encourage Your Millennial Staff to Pick up the Phone

According to recent research by CALLCARE, it shows almost one in three millennials do not use their mobile phones to make a call more than twice a week. Following this, Gemma Harding, Head of Corporate Services at virtual receptionist providers...

Management Tips: Taking Care of Staff This Summer

A well-functioning team is the secret to business success, and that means that for managers across the globe, maximising the satisfaction and wellbeing of employees on both an individual and team level is a must. And with high temperatures creating...

Virtual Reality Used for Learning and Training

Like many of you, I love to play with new technology. But after 30 years of futzing with new stuff, I’ve learned to be skeptical of fancy new tools, and often now wait until they’re “proven” until I recommend them...

UK Economy Is Worrying the Employers

UK employers are growing increasingly worried about the economy, new research has found. A survey of 601 employers by the Recruitment and Employment Confederation (REC) found 31% expect the economy to worsen, with only 28% expecting it to improve. Employers’ confidence has...

Three Reasons for High Turnover in the Contact Centre

“When I grow up, I want to work in a call centre,” said no one, ever. For anyone that’s worked in a call centre, you’ll know the reality of telesales is a little less Wolf of Wall Street, more The...

How Do SMEs Fight off Cyber-Attacks?

In this article I want to address some of the concerns that small and medium sized enterprises may have around cybersecurity, especially in the wake of the WannaCry ransomware attack and a continuous news flow around successful attacks on high...

Empowerment…Your Most Valuable Tool!

More and more companies are waking up to the fact that giving employees more power and responsibility can bring huge benefits for both the company and its workers. Employee empowerment may be the most underutilized tool in all of customer service. Give employees...

Glassdoor’s 20 Best Companies for Work/Life Balance in the UK

LONDON – Glassdoor, the anonymous employee review and recruitment site, has released its annual ranking of the companies for work/life balance in Britain. Glassdoor calculated a work/life balance rating for each company based on anonymous reviews from employees, with each company needing...