Category: Employee Experience

Employee Engagement is “Business Critical”, finds Confirmit Conference

The need to radically improve employee engagement as part of a successful forward-looking customer experience programme was one of the key messages to arise from the recent Confirmit Community Conference 2014 (CCC’14) in San Francisco. Attendees were advised to consider employee...

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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...

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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...

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Call centre culture change: 6 ways to boost employee morale

The role of a call centre operator can often be stereotyped as monotonous and requiring little skill. Yet, most call centre operatives are very adept, simultaneously controlling complicated computer systems and delivering excellent customer service. Call centres have one of the...

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How Your Front Line Impacts on your Bottom Line

A critical driver of outstanding customer experiences are engaged employees. Many organisations that top the league tables for customer experience are also in the top 100 companies to work for. It’s not just a great product and customer driven processes...

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UK Employees cite good relationships with colleagues and good work-life balance as the key when it comes to workplace satisfaction!

Last week we caught sight of a press release revealing London as the number one city of choice for workers worldwide, putting London above New York and Paris, with nearly one in six people wanting to work in the UK’s...

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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...

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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...

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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...

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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...

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