Tag: Employee Engagement

Why Contact Centres Should Think Before They Speak

We’re flush with new ways to engage with customers, but businesses should be more data-driven, rather than simply throwing more manpower on the frontlines. In the era of new contact centre touchpoints, the touchpoints themselves matter less and less because...

Five Ways to Test Your Customer Recovery Loop

Customer service is a vital part of obtaining and retaining business. In fact, 73 percent of buyers indicate that Customer Experience is an important factor in their purchasing decisions. To ensure they are servicing their customers in the best way...

Accelerated Learning Scheme for Medical Writers Earns Ashfield Gold at UKEXAs

The recent 2019 UK Employee Experience Awards in London saw one of the country’s most innovative training schemes for medical writers celebrated in a Gold category victory. Ashfield Healthcare Communications took home the top award in the Employee Engagement – Learning...

Doubts Among Mid-Size Call Centres on Meeting Customer Needs

A majority of European mid-sized call centres understand the advantage in a connected customer journey, but only 14 percent are confident in meeting current and future needs. That is one of the findings published in a new independent research study conducted...

Micro-Learning: The key to Employee Engagement?

We all understand the importance of employees having a growth mindset and engaging in lifelong learning. These are essential habits to foster at a cultural level to maximise Customer Experience. What’s interesting is that attitudes among employees, particularly for voluntary...

Workplace as an Experience: Creating an Emotional Connection for Employees

The emergence of new roles such as Chief Employee Experience Officer and Director of Digital Workplace is the clearest indication yet to C-level leaders that a distinctive and noteworthy Employee Experience is a critical factor of business success. According to Forrester...

Bust Ghosting in the Workplace

Usually referring to romantic relationships or friendships, when one partner starts to ignore the other without any explanation, the practice of ‘ghosting’ has now hit the workplace. It refers to situations when employees walk out of their jobs without so much...

It’s What’s on the Inside That Counts: From EX to CX

Richard Branson is famously quoted as saying: “I have always believed that the way you treat your employees is the way they will treat your customers, and that people flourish when they are praised.” Although Mr Branson’s well-used pearls of...

Lebara making customers SMILE

Multi award-winning Lebara Customer Service have a lot to be proud of – employee engagement, industry high NPS and customers tweeting their love for the contact centre. Here they tell us some secrets to their success. The London based call centre...