EX - employee experience
The employee experience. How important is it, and how does it influence the customer experience? What happens if you (partially) replace human employees with bots? And how do you turn your contact centre into an appealing place to work?
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Hyper-personalisation in customer contact
Hyper-personalisation at every point in the customer journey: technology supports this, but what is the impact on the contact centre team?
Measuring contact centre employee satisfaction
The average contact centre largely revolves around KPIs that put the customer first. But what about the employee?