Articles - Employee Experience (EX)

A great employee experience (EX) is the foundation of a successful contact centre. This hub of expert insights, research, and practical strategies explores how to design a workplace where people feel supported, valued, and motivated to perform at their best. Learn how to improve communication, recognition, and wellbeing while removing barriers that create frustration or disengagement. The content also highlights how a positive employee experience directly impacts customer satisfaction, productivity, and retention, helping you build a culture where people and performance thrive together.

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7 Ways to Help Your Agents Embrace Change
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10 Smarter Ways to Use AI Augmentation
Video Image: 5 Ways Workforce Management Is Evolving
5 Ways Workforce Management Is Evolving
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What’s Really Holding CX Team Leaders Back?
Video Image: How to Improve Agent Work-Life Balance
How to Improve Agent Work–Life Balance
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Is AI the Biggest Career Opportunity Agents Have Ever Had?
Empowerment concept with a person raising their arms at sunset
What Does It Take to Build a Truly Empowered Workforce?
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How to Create a More Neuroinclusive Contact Centre
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Do You Know the Hidden Cost of AHT?
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5 Hard Truths About Attrition
Customer experience concept with a clock and sticky notes with smiley faces
Free People Up for the Highest-Value Parts of CX
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Is a Competency Framework Your Answer to Attrition?
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Stop Hand-Holding Your Agents – Just Like This!
Work Life Balance Conceptual Photo, Hand Holding Text of Work and Life
Smarter Ways to Give Agents Better Work/Life Balance
Magnifying glass highlighting the word jobs on wooden blocks representing career and job roles
Are These Roles Missing in Your Contact Centre?
A yellow paper boat on a compass leading a trail of white paper boats
5 Tactics to Help You Lead Through Constant Change
A robotic hand extending from a laptop screen and a human hand ready for handshake
How to Strengthen Agents’ Trust in AI
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7 Ways to Help Agents Fight the ‘Forgetting Curve’
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Why the Best Contact Centres Will Combine Agentic AI With Human Judgement
Person being rude on phone
Are Customers Really Ruder When They Can Hide Behind the Phone?
Close-up of hands typing on laptop keyboard with digital icons of certification, teamwork, checklist, and analysis - quality assurance concept
Make QA That Bit Easier on Everyone
Which Games Actually Work While Agents Are Taking Live Calls?
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How to Centralize Your Data – Before Scaling AI
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The Real Reason Your Agents Are Cheating to Hit Targets
 
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