Tag: Employee Engagement

Calabrio Unveils Smarter Agent Support with New Performance Management Platform

Calabrio has introduced the Performance Management solution to transform how contact centres approach agent performance, moving away from outdated, fragmented systems toward a holistic platform that boosts engagement, cuts attrition, and elevates customer outcomes.This new solution is part of the...

Scheduling Could Be Retail’s Most Expensive Blind Spot

In the high-pressure, margin-tight world of retail, success often hinges on something deceptively simple: having the right people, in the right place, at the right time. But according to the new report by Logile, most retailers are falling short of...

Parloa and Verint Partner to Redefine the Future of Hybrid Customer Service

Parloa has announced a strategic integration with Verint to bring together Parloa’s AI Agent Management Platform (AMP) and Verint’s robust CX Automation Platform, forging a path toward a blended workforce of AI and human agents.“This partnership allows customers to manage...

Pfizer develops CX metric for pharma field reps

Every industry needs to develop its own flavour of CX. Some industries are further ahead like retail, banking, telecoms. Other sectors are just starting out, such as construction, engineering, media, or pharma. Within a heavily regulated industry like pharma, any customer...

Capital One makes employee engagement key to CX strategy

Capital One isn’t your usual bank. In fact it doesn’t even think of itself as a bank. It’s more of a technology company that happens to offer banking services. That subtle difference is reflected in its approach to employee and...

HSBC puts CX strategy at the heart of global operations

Intensified competition, skyrocketing client expectations and mounting cost pressures has pushed retail banks to reassess customer experience (CX).HSBC is no different. Since 2022, the bank has been building a customer first culture, overhauling how it measures CX and re-examining its...

Ready or not, AI is here! UK businesses are playing catch-up

A new report from Qualtrics reveals a growing disconnect between UK business leaders’ recognition of AI’s transformative potential and their confidence in deploying it effectively. While a resounding 92% of executives agree that AI will reshape their industries, only 16%...

Almost 80% of Gen Z frontline workers say poor training impacts job performance

According to a new report by Axonify, 77% of Gen Z frontline workers in the U.S. have encountered job situations where insufficient training made it difficult to perform tasks effectively. The impact is personal and profound—62% reported feeling overwhelmed or...

Employees want purpose and pay, employers struggle to deliver 

Despite a rise in unemployment, many UK employers still deal with talent shortages, as job seekers become more selective about the roles they pursue. According to the latest Talent Trends report from recruitment firm Michael Page, two out of every...

Here’s how to improve your networking

If you ask Coach Jerry (also known as Jerry Seufert), there’s no substitute for getting out there and networking. Log out of LinkedIn, get in your car (on public transport, whatever) and head out to an event. The nature of...