Tag: Employee development

Facing the truth: customer support agent turnover rate is constantly increasing 

One of the defining workplace themes of 2021 was the Great Resignation. Employees started leaving their jobs at record rates, with 4.3 million people quitting in September 2021 alone. Shortly after, many employers began forecasting a focus on retaining talent,...

Vulnerable leadership is key: building a bridge from intent to action

Last week, I talked to Miranda Cain, the managing director at Elev-8, a consultancy dedicated to changing behaviours to elevate business performance. The team behind Elev-8 won over 27 awards, including the UK Business Awards™️ in 2021. With over 25 years...

EX trends in 2022: will EX replace CX as a top priority?  

With reports of almost 1 in 4 UK workers expected to quit their job and change employers in the next few months, in what has been dubbed ‘the Great Resignation’. Business leaders are now prioritizing employee experience (EX) as workers...

The rise and fall of employee loyalty: insights from 200,000 eNPS scores 

The impact of the Covid-19 pandemic has been monumental. Where work is concerned, businesses across the world have experienced seismic shifts in how they operate, and the same can be said for employee loyalty. With discussions of a global resignation...

What will corporate happiness look like in a hybrid work environment?

My friend Christina, who works in IT, called me last month thrilled about her new role: “I’m a Chief Happiness Officer”, she said. “Is that even a role, “I thought, but I promptly replied, “Congratulations, well done!”. I was confused....

Three-quarters of customer-facing workers are heading to imminent burnout 

MaxContact calls on the industry to make 2022 the year of the agent and rebalance employee well being with customer satisfaction.  Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career...

Avoid management burnout with agile practices

It is no secret that burnout has infiltrated our workforce. Surely you have encountered this state of numbing exhaustion, after a period of excessive and prolonged pressure. Sound familiar? In fact, experts say that management burnout has reached record levels....

Employee NPS: recognizing the power of promoters within your company

Employee NPS often gets unnoticed by leaders focused exclusively on driving CX related impacts. However, neglecting employee perspectives on their overall experience might cost businesses in the long run. One of the reasons companies should implement employee NPS as their standard...

Business and organizational anthropology: understanding humans from the inside out

It might come as a surprise that business and organizational anthropology are garnering significant attention in today’s corporate environments. Forrester’s report on ‘The future of CX’ from 2019, named anthropology as a core discipline shaping the path of CX, while...

Global workplace report 2021: what do employees expect from the hybrid workplace?

Employee experience (EX) has been changed irrevocably due to the pandemic. Remote working has boosted productivity and allowed employees to avoid long, busy commutes. On the other hand, we also saw employees missing the benefits of in-person meetings and general...