Employee Experience

Quiet Cracking and CX: How Employee Experience Fractures Customer Satisfaction

Contact centre work has always been demanding. Turnover has hovered around 30% to 45% a year for as long as anyone can remember,m but something’s shifting. Attrition isn’t exploding the way it did during the Great Resignation, and on paper,...

Gallup Finds Accountability is the Achilles Heel of Leadership

New Gallup research has identified accountability as the weakest of seven core leadership competencies, with fewer than half of leaders rating themselves highly at upholding employee performance standards. The findings point to a gap that is quietly costing organisations in...

Human Agents Are Trained, Evaluated on Speed, and Left to Guess the Rest

Every day, support agents handle hundreds of customer conversations that will never be seen by a quality reviewer. No one will check whether the agent communicated clearly, handled the issue effectively, or left the customer feeling valued. A new study...

FCC’s Proposal for US-Only Call Centre Staff Could Have a Bot-Sized Hole

The US Federal Communications Commission (FCC) has proposed that customer service agents be based in the United States. The move could end up accelerating the very problem it seeks to solve, according to AnswerConnect. The telephone answering service provider has warned...

AI Took the Repetitive Tasks and the Soul of the Office With It

Automation was supposed to free workers. Take the tedious tasks, leave the meaningful ones. According to new research from Resume Now, that is not quite how it has played out, and workers are growing aware of what they have lost...

Ignorance Is Bliss for Employees Who Buy into Corporate Jargon

Corporate jargon is a familiar part of modern workplace communication. Phrases about “driving strategic initiatives” or “unlocking scalable opportunities” often appear in presentations, emails and company mission statements. These trendy workplace buzzwords can sometimes obscure real organisational issues, rather than...

Humanforce Introduces Real-Time Recognition for Frontline Workers

Humanforce has launched Rewards & Recognition that uses workforce data and event-triggered automation to recognise frontline employees for everyday behaviours as they happen. The human capital management (HCM) software provider says the tool is designed to embed recognition in the...

Leave Processes Are Failing Employees Across Every Generation

Gen Z takes leave for mental health, while Boomers take it to recover from physical illness. Gen X is squeezed between caring for children and ageing parents at the same time. Despite these differences, all of them are funnelled through...

UJET’s New Agentic Framework Targets the Productivity Drain Inside the Contact Centre

UJET has launched what it calls a new category of CX technology, Agentic Experience Orchestration (AXO), aimed at “dismantling the systemic inefficiency” that has long undermined agent performance. Agentic Experience Orchestration is UJET’s answer to a problem the industry has largely...

New Mitel Launches Deliver Communications that Work for Everyone

Mitel has launched two interconnected products to extend enterprise-grade communications to every worker in an organisation, not only those behind a desk. The company announced Mitel Workforce Experience (MWX), a next-generation communications app framework, alongside Mitel Edge, an on-site intelligent communications...

Copilot Cowork Delivers Anthropic Technology in Microsoft Clothing

Most people have used an AI assistant to draft a message or find a document. But according to Microsoft, that kind of help is just the beginning. The company has launched Copilot Cowork, a tool designed to go beyond answering...

Talkdesk Brings AI Scheduling to Healthcare’s Front Line

Booking a hospital appointment sounds simple. But behind the scenes, the coordination involved in matching patients, clinicians, labs, pharmacies, and equipment in the right sequence is anything but straightforward. When that process breaks down, the consequences ripple outwards fast. Now,...