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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Person meditating in busy workplace
Instil a Sense of Calm in Your Contact Centre
People working remotely concept
Get the Best Out of Your Hybrid Agents
Scheduling concept with calendar
6 Proven Ways to Refine Your Scheduling
Chess pieces symbolising team leadership and strategy
Isn’t It Time You Appointed a Smart Team Leader?
Scale up written on board with magnifying glass
6 Proven Strategies for Scaling Your Contact Centre
Hiding mistake concept with person painting over the word mistake
Stop Your Agents Covering Up Their Mistakes
Structuring data concept with a spiral and arrows
How to Centralize Your Data – Before Scaling AI
Keep Agent Knowledge Up to Date – Without Overwhelming Them
Person being rude on phone
Are Customers Really Ruder When They Can Hide Behind the Phone?
Person cheating to hit target concept with hand placing dart in center of board
The Real Reason Your Agents Are Cheating to Hit Targets
Which Games Actually Work While Agents Are Taking Live Calls?
Office move concept with chair and boxes
The Do’s and Don’ts of Moving Agents Into New Office Space
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!
Trust building concept with a gauge being turned to excellent
How to Regain Your Agents’ Trust
Robot making a call on a handset and looking at a smartphone
Top Tips for Handling Bot-Initiated Calls
A person using a digital calendar to manage schedule
Where Self-Service Scheduling Tools Have the Biggest Impact
Video Image: The Rise of Lifestyle-Centric Scheduling
The Rise of Lifestyle-Centric Scheduling
Video Image: 5 Features of Effective Self-Service Scheduling
5 Features of Effective Self-Service Scheduling
Video Image: The Rise of Agent-Led Scheduling
The Rise of Agent-Led Scheduling
Video Image: Features for Successful Self-Service Scheduling
Features for Successful Self-Service Scheduling
Video Image: How a “Time Out” AUX Code Builds Resilience
How a “Time Out” AUX Code Builds Resilience
Illustration of a person leading their team up an arrow to a target with AI robots
‘Digital Readiness Lead’ Supports Agents Through Intense Change
Featured image for Worcester Bosch site visit article showing the building and a featured wall
How Worcester Bosch Keep Their NPS Above 80
 
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