For Alior Bank, transforming its contact centre began with a simple conviction – that the experience of colleagues matters as much as the experience of customers. With over 200 advisors working across on-site, hybrid and remote locations, the bank redesigned everything – from contract flexibility and shift scheduling to mental health support, career progressionand community. Extended training, meaningful wellbeing investment and a genuine focus on belonging replaced a more transactional approach to people management. The result was a significant uplift in employee NPS and a workforce that is more engaged, more stable and more motivated to deliver. This session explores what it actually takes to put employee experience at the heart of a contact centre strategy — and what changes when you do.
Gold Winner: Best Employee Experience