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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Lie vs. truth in white and black letter bead blocks
What Should You Do When You Think a Customer Is Lying?
Collation of images from the site visit to Transport for Greater Manchester
15 CX Best Practices From Transport for Greater Manchester
Leadership alignment concept with two yellow rubber ducks facing different ways and a compass
How to Cultivate an Aligned Leadership Team
Change concept with a group of happy people sat below the word change
7 Ways to Help Your Agents Embrace Change
AI integration and augmentation concept with puzzle pieces
10 Smarter Ways to Use AI Augmentation
Video Image: 5 Ways Workforce Management Is Evolving
5 Ways Workforce Management Is Evolving
Held back metaphor as a large anchor holding an air balloon and restricting movement
What’s Really Holding CX Team Leaders Back?
Video Image: How to Improve Agent Work-Life Balance
How to Improve Agent Work–Life Balance
Ai opportunity concept with an illustration of giant robotic hand helping a person reach a star
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?
Hands holding jigsaw puzzle head shape creating inclusivity concept
How to Create a More Neuroinclusive Contact Centre
Top view of three piggy banks on question marks
Do You Know the Hidden Cost of AHT?
Workers leaving company concept with scissors hitting the last column
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
Idea and building concept with a hand putting a missing piece of a lightbulb in place
Is a Competency Framework Your Answer to Attrition?
Stop holding concept with hands releasing bird
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
Forgetting curve written on paper with illustration of a brain
7 Ways to Help Agents Fight the ‘Forgetting Curve’
Human and Ai working together and shaking hands
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
 
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