Category: Employee Experience

UK employees confess to feeling “addicted” to work

As university fees rise and the availability of full-time work plummets, it’s little wonder that the UK’s workforce feels compelled to go the extra mile when they find employment. Headlines are filled with stories of mass-unemployment, and with tens of...

Why you must unify feedback from customers and employees to improve the experience

By Paul Barnes, UK Country Manager, QuestBack 83% of companies that link customer experience and employee engagement feedback believe it leads to an improved customer experience. This is one of the top findings of the QuestBack Enterprise Feedback Study, a survey...

Top ten qualities of a winning Employee Experience story

So you have implemented a people strategy or initiative that has improved your employee experience and you think you deserve recognition for all the hard work and the results you have achieved. It may well be that your project is...

Improving the Employee Experience in the Call Centre

There are a number of ways you can improve your employees’ experience in the short term. Competitions, prizes and treats are a quick way to increase happiness and productivity – but what about in the long run? Stefan Captijn, Solution...

Sometimes, you just need to talk…

In the customer service industry, mechanised answering calls (also known as interactive voice responses, or IVRs) are ubiquitous. For many companies who have to deal with numerous customer calls each day, they seem ideal: they cut costs, direct incoming calls...

Get Tw’rking – Maybe more business should get Tw’rking

Now don’t worry I am not suggesting that you down tools and ask your colleagues to start sticking their bums out with a little shake – although that may improve colleague engagement. What I am talking about is ‘Teleworking’! Giving...

Making the leap from employee surveys to strategic employee engagement

The concept of measuring the relationship between employees’ attitudes to work and overall business success is not new. A quick search of the web will show that there are examples of industrial leaders measuring (albeit crudely) the impact of employee...

What We Can Learn from Google’s Empowered Culture

In 2014, Google topped the Fortune 100 Best Companies to Work for list, a place that they have been happy to occupy every year since 2012. But it’s hardly a surprise, because Googlers are an empowered team. The empowered culture...

Focus on the Employee Experience to Get a Better Customer Experience—and a Better Bottom Line. Here’s how….

If you are responsible for leading a customer experience effort at your brand, you may have already felt how daunting those first steps are. Everyone wants a clear line of sight to a successful finish—a measurably better customer experience. However,...

Investing in Employees a must

So, the UK Customer Experience Awards are now behind us and what a great day it was. I feel rather honoured to have been involved, chairing one of the judging panels and presenting an award. More than anything else, I was...