Employee Experience

Diversity and inclusion in CX

A lot is written about diversity and inclusion in CX in recent times, but not merely enough. In my opinion, there are two sides to the diversity ‘coin’ and, when it comes to the contact centre, inclusion is equally important –...

UK Complaint Handling Awards: 2021 Entries now Open!

Entries are now open for the 2021 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2021 will be the fifth year of the UK Complaint Handling Awards, this time held fully online, from start to...

Tips for Perfecting Your Virtual Recruitment Process

Hannah Louise Cox is Executive Search Consultant at Douglas Jackson and a Judge at the UK Digital Experience Awards 2020. Read about Hannah’s experience at last year’s UK DXA. Times have certainly changed in these last few months and we are living...

Improving Agent Experience Essential to Customer Satisfaction and Loyalty, New Study Finds

The findings of the latest research study by NICE inContact show the views of contact centre agents on their impact on customer experience, being effective brand ambassadors while inspiring brand loyalty and lifetime value. Contact centre agents have an important role...

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...

Free Guide: Set up Your Remote Team for Success

Many organisations were forced to shift their contact centre staff to remote positions during these times, but have they done it the right way? Here’s a guide on making the most out of your remote contact centre team. In emergency situations...

Free Webinar: Building Trust and Permission with Remote Teams

An upcoming webinar will discuss the importance of trust in organisations and different ways of adapting to the current climate with reinvented leadership styles. Hosted by Awards International in partnership with BlueSky and Capita, the free webinar will take place on...

Half of employees feel neglected by bosses, new research shows

The findings of research done by MHR reveal that 53 percent of all employees believe their employer is not showing concern about their mental health well-being during the current lockdown. The research involved 5,000 UK employees, two-thirds of which (66 percent)...

Streamline your digital workspace to curb tech fatigue

We believed that digital technology would bring seamless collaboration and boost the productivity in our digital workspace. The reality turned out differently.  Over 80% of companies believe that they still need to improve their collaborative working methods to hit their productivity...

Easy as ABC: Employee Recognition and How To Do It Right

Employee recognition is key to the success of any organisation, but whilst this fact has been well established, it seems there is still a lot of room for interpretation. For example, a statistic published by World at work states that the...

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...

Easing the Contact Centre Compliance Burden

Cyber fraud has seen a 55 percent year-on-year increase in the UK in recent years with criminals successfully stealing £1.2 billion through fraud and scams in 2018. The world of telecommunications is far from immune, with 170m fraudulent calls blocked...