Tag: employee experience

CXTrendTalks: Amanda Riches, Senior Director Professional Services EMEA, Medallia

Amanda Riches, Senior Director Professional Services EMEA at Medallia discusses driving rich understanding and rapid innovation in context of today’s experience landscape. See the whole presentation and Q&A session below: ...

Using Technology to Provide Agility to Contact Agents

Contact agents’ work is often thought of as synonymous with the physical contact centre. So, when the British government announced a lockdown at the end of March and most businesses had to empty their offices, customer service was instantly disrupted. The...

UK Sick Day Costs Could Rise by 45% in 2020

As the UK eases further out of the tight lockdown restrictions that were put in place at the end of March 2020, more and more workers are heading back into offices and factory floors that have laid dormant for nearly...

The Symbiosis of CX and EX: A Path To Human Experience

2020 – A global crisis or a valuable lesson? 2020 has been a tough year so far, but at the same time, it should be considered as a year of wisdom for professionals who choose to focus on the sociological...

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...

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...

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...