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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Scheduling concept with calendar
6 Proven Ways to Refine Your Scheduling
People working remotely concept
Get the Best Out of Your Hybrid Agents
Person meditating in busy workplace
Instil a Sense of Calm in Your Contact Centre
Why Coaching Still Requires the Human Touch
A group of people with lines leading outwards
Are Non-Scheduled Agents the Answer to Seasonal Peaks?
Human and ai balance concept on red background
Strike the Right Balance Between Human and AI Coaching
Challenge to reach a target with graph, target and ladder
How to Use Stretch Targets Well in QA
People around a table with AI overlay
How to Help Your Team Thrive in an AI World
Call centre agent smiling at laptop with AI overlay
How to Nurture an AI-Positive Culture in Your Contact Centre
Illustration of two people shouting down telephones
Is Hanging Up on Screaming Customers Backfiring on You?
A colourful month of calendar dates with a few red pins stuck in various dates
How to Keep Agents on Side When You Change Their Shift Patterns
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
A hand placing cogs - technology adoption and implementation concept
Don’t Let Tech Adoption Be an Afterthought
A person using a digital calendar to manage schedule
Where Self-Service Scheduling Tools Have the Biggest Impact
Featured image for Worcester Bosch site visit article showing the building and a featured wall
How Worcester Bosch Keep Their NPS Above 80
A yellow paper boat on a compass leading a trail of white paper boats
5 Tactics to Help You Lead Through Constant Change
Customer experience concept with a clock and sticky notes with smiley faces
Free People Up for the Highest-Value Parts of CX
Illustration of a person leading their team up an arrow to a target with AI robots
‘Digital Readiness Lead’ Supports Agents Through Intense Change
Magnifying glass highlighting the word jobs on wooden blocks representing career and job roles
Are These Roles Missing in Your Contact Centre?
Held back metaphor as a large anchor holding an air balloon and restricting movement
What’s Really Holding CX Team Leaders Back?
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?
Change concept with a group of happy people sat below the word change
7 Ways to Help Your Agents Embrace Change
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
 
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