Tag: employee experience

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...

Becoming an Assertive Leader – Managing Conflict

Managing and dealing with conflict in both the workplace and in our personal life is a key component to building and maintaining healthy relationships. We have all lost our power or position through the wrath or negative behaviour 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...

Don't Compromise

Why is it that so many good businesses hire people who are unfriendly and have no interest in being of service to anyone, let alone a paying customer? Why would we put someone out there who we know is rude and...