Category: Employee Experience

First Contact Resolution: The key Measure in Contact Centres

There are many common customer service metrics in place in contact centres: CSAT, NPS, FRT, CES, AHT, FCR, the list goes on. Some are more valid than others and some are simply outdated and add confusion and conflict to both the...

Employment Fears Grow Alongside AI Capabilities

A majority of UK adults are worried for the future of their jobs due to the growth of artificial intelligence (AI), a new report has revealed. According to the findings of think tank Fountech.ai, 67 percent of 2,000 adults polled are worried AI will...

Engaging Millennials: The Time is Now

Described as a ‘generation disrupted’, millennials are a pivotal talking point in every sphere. Deloitte’s most recent millennial survey uncovers the impact continuous change and instability has had on younger generations. Their lack of trust towards employers and business leaders...

CXM Book Shelf: Employee Experience by Ben Whitter

There isn’t a lot that Ben Whitter doesn’t know about when it comes to employee engagement and getting the best out of a workforce. Known throughout the UK and further afield as Mr Employee Experience, the founder and Chief Experience Officer at...

Warning Over UK Employees’ Digital Skills Gap

A digital skills shortage is preventing employers from filling vacancies, new research warns. The UK Consumer Digital Index, from Lloyds Bank, has been examined by Reboot Online Digital Marketing Company, which discovered that while more than half of the UK uses the internet...

Kids Causing Summertime Blues for Home Workers

Summertime may be fun for the kids when school’s out, but for home workers it can lead to days filled with noise and distractions. With an ever-growing number of the UK workforce operating from home offices, the summer holidays can be a...

Smarter Communication: The key to Employee Engagement in the Modern Workplace

The workplace as we know it is transforming, as digital innovation creates new ways of working and many employees operate across more devices, time zones, and locations than ever before. The uptake of flexible, off-site, and remote working trends has...

Absorbing Your Positive Feedback and Avoiding Negativity bias

Diana Theodores is an international women’s leadership coach. Her new book Performing As You: How to have authentic impact in every role you play is out now.   Think about a compliment you recently received from a friend or colleague and the...

Praise Problem for Employees Highlighted

‘Generic’ or rare praise from managers is turning off the UK’s employees, a new study shows. Global employee engagement firm Reward Gateway surveyed 500 employees in the UK, and revealed that generic and annual recognition or rewards are inadequate as employees...

Reducing the Carbon Footprint of your Business

Over the last decade, there has been a noticeable change in the way society perceives the environment. Having seen the impact pollution and carbon emissions is having on the ecological system, consumers and businesses alike are adopting new practices in...