Tag: employee experience
Using Technology to Provide Agility to Contact Agents
Contact agents’ work is often thought of as synonymous with the physical contact centre. So, when the British government announced a lockdown at the end of March and most businesses had to empty their offices, customer service was instantly disrupted. The...
UK Sick Day Costs Could Rise by 45% in 2020
As the UK eases further out of the tight lockdown restrictions that were put in place at the end of March 2020, more and more workers are heading back into offices and factory floors that have laid dormant for nearly...
The Symbiosis of CX and EX: A Path To Human Experience
2020 – A global crisis or a valuable lesson? 2020 has been a tough year so far, but at the same time, it should be considered as a year of wisdom for professionals who choose to focus on the sociological...
Revealed: Backlog of Unused Annual Leave Could Cost Businesses up to £250,000
New research by InstantOffices reveals that UK businesses are likely to face a huge backlog of annual leave requests that could cost businesses more than £250,000, more than 8.5 million people ate currently furloughed at home. With restriction easing as we...
Can We Really Be Productive In the Comfort of our Own Home?
All it takes is one major event or natural disaster to disrupt the way businesses operate, which can ultimately negatively impact productivity and the bottom line. These events can often prevent us from working in our corporate offices, conducting business...
Fighting Back Against Burnout
According to HSE, around 15.4 million working days were lost due to work-related stress or anxiety last year, with 23 percent of full-time employees admitting to feeling burned out at work all the time. Following these recent statistics, we wanted to...
Efficiency through Contact Centre Basics
In order to run a successful contact centre, operational efficiency needs to be continuously upheld. There are different components to contact centre efficiency, including how your staff interact with customers; how streamlined procedures are; and whether operations are running in...
The MAGIC Code for Organizational Excellence
What is organizational excellence? The American Society for Quality (ASQ) defines organizational excellence as the ongoing efforts to establish an internal framework of standards and processes intended to engage and motivate employees to deliver products and services that fulfil customers’...
Five Changes CEOs can Make to Lead More Efficiently
In business, the adage “It starts at the top” can prompt an uncomfortable question: “Can the boss finish what he or she started?” Many CEOs and entrepreneurs wrestle with this challenge, with both short and long-term implications. Meanwhile, a disconnect develops...