Employee Experience Archives

April 16, 2021

Why You Don’t Need to Be a Luxury Brand to Offer a Luxury Experience

In this post, we explore a number of practices employed by luxury brands to deliver winning customer experiences and how you can apply them to your business.

February 19, 2021

The Soft Skills Essential to CX Success

For Customer Experience and Service success, soft skills are essential to building and strengthening rapport and relationships with customers. Not only are they important for connecting to customers, but soft skills have a direct impact on KPIs such as NPS, CSAT, CES and CLV. They are the attributes that will keep your customers coming back and keep your employees happy and engaged.

January 13, 2021

Strategies to Relieve Pressure and Improve CX in 2021

2021 will be a critical year to improve customer experience. Here we outline five strategies to look to as we ease into the new year.

November 4, 2020

How To Recognise the Value of Contact Centre Agents in COVID-19

For many businesses, contact centre agents have been essential workers throughout the pandemic, and deserve recognition for their hard work. Here, we discuss how to show them extra appreciation and lessen the burden of their ever difficult jobs.

September 9, 2020

CX Checklist: 15 Tasks to Improve CX

Consider checking these 15 tasks off your list when you embark on your journey to improving CX within your business and to become a CX leader.

June 26, 2020

What WFH Means for the Future of Contact Centres

One of the things that has become apparent from COVID-19 is that the questions surrounding whether or not contact centre employees can work from home have been answered. In this post, we will discuss a few key learnings from the new WFH trend and what it means for the future in terms of contact centre agents.