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.

Next
RECENT
POPULAR
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?
Structuring data concept with a spiral and arrows
How to Centralize Your Data – Before Scaling AI
Person cheating to hit target concept with hand placing dart in center of board
The Real Reason Your Agents Are Cheating to Hit Targets
Office move concept with chair and boxes
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
Route 101’s Annual Conference write up image
How to Navigate the Path to CX AI Maturity
People icons on blocks surrounding one with a handshake and target
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!
People around a table with AI overlay
How to Help Your Team Thrive in an AI World
Video Image: 5 Features of Effective Self-Service Scheduling
5 Features of Effective Self-Service Scheduling
Trust building concept with a gauge being turned to excellent
How to Regain Your Agents’ Trust
Video Image: How a “Time Out” AUX Code Builds Resilience
How a “Time Out” AUX Code Builds Resilience
Video Image: Features for Successful Self-Service Scheduling
Features for Successful Self-Service Scheduling
A compass with text and icons - Be Prepared
Are You Preparing Your Agents Enough for the Future?
Challenge to reach a target with graph, target and ladder
How to Use Stretch Targets Well in QA
Robot making a call on a handset and looking at a smartphone
Top Tips for Handling Bot-Initiated Calls
Video Image: The Rise of Agent-Led Scheduling
The Rise of Agent-Led Scheduling
Keep Agent Knowledge Up to Date – Without Overwhelming Them
Bright career planning illustration with a person looking through a telescope, with a bar chart, gears, arrows.
Give Remote Agents the Career Opportunities They Deserve
Featured image for Worcester Bosch site visit article showing the building and a featured wall
How Worcester Bosch Keep Their NPS Above 80
 
Next