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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Do You Know the Hidden Cost of AHT?
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5 Hard Truths About Attrition
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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
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Are These Roles Missing in Your Contact Centre?
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5 Tactics to Help You Lead Through Constant Change
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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?
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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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The Do’s and Don’ts of Moving Agents Into New Office Space
Call centre agent smiling at laptop with AI overlay
How to Nurture an AI-Positive Culture in Your Contact Centre
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How to Navigate the Path to CX AI Maturity
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Good Habits to Encourage in CX Leaders
Video Image: The Rise of Lifestyle-Centric Scheduling
The Rise of Lifestyle-Centric Scheduling
Contact centre workers sat at desk
Are You a Future-Fit Contact Centre Employer?
Retnetion concept with people shapes and a magnet drawn on a blue background
Hold Onto Your New Starters… For More Than 6 Months!
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How to Help Your Team Thrive in an AI World
 
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