Category Archives: Best Practice

Around the World in 80 Days- #ECCCSA18

So to the most prestigious event in the contact centre and customer service calendar. The European Contact Centre and Customer Service Awards.  Once again held at the Battersea Evolution, this years theme ‘Around the world in 80 days’ a fitting … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, customer service, Customer Service Industry, Customer Strategy, Data, Digital, Digital Experience, Douglas Jackson, Employee Engagement, Motivation, multi channel customer experience, omni-channel, Social Customer Service | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

CXFO – What We Can Do Tomorrow

This week we joined The CXFO for their inaugural London Launch meeting, ‘What We Can Do Tomorrow’, held at The Pirate Castle; a community boating charity and multi-use venue for water-based activities on the canal, as well as offering spaces for … Continue reading

Posted in Best Practice, Candidate Experience, Contact Centre Industry, Continuous Improvement, Continuous Improvement/Process Improvment, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, Digital Experience, Douglas Jackson, Employee Engagement, Employees, Growth of Customer Experience, Insight/Analytics, Leadership, Motivation, multi channel customer experience, omni-channel | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

The Missing Link to Employee Engagement

In a world where customers and employees have an ever-growing number of platforms to discuss and rate your company, customer and employee experience must be at the forefront of every successful businesses strategy; ‘Businesses that have an employee, customer-centric approach … Continue reading

Posted in Awards, Best Practice, Candidate Experience, Contact Centre Industry, Customer Experience, Customer Experience ROI, Customer Strategy, Douglas Jackson, Employee Engagement, Employees, Performance, Personal Development, Recruitment | Tagged , , , , , , , , | Leave a comment

Maximising Productivity with AI

Tuesday 15th May 2018 – A Great afternoon at the Brewery in London as Rebecca Lawrence and Kerry Gidziewicz attended the CCMA Seminar “Maximising Productivity with AI Solutions”, ahead of the evenings UK National Contact Centre Awards hosted by Ann-Marie … Continue reading

Posted in AI, Automated Customer Service, Awards, Best Practice, Chatbots, Contact Centre Industry, CRM, Customer Experience ROI, Customers, Data, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Robotics | Tagged , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Being Your Personal Best: Customer Strategy and Planning 2018

This week #TeamDJ were back in Harrogate, (who now have their very own Ivy restaurant for those foodies planning a trip), for the Customer Strategy and Planning Conference from The Forum. The Forum are now in their 19th year, in … Continue reading

Posted in AI, Analytics Recruitment, Automated Customer Service, Awards, Behavioural Assessment Tools, Best Practice, Business Planning, Candidate Experience, Contact Centre Industry, Customer Experience, Customer Experience ROI, customer insight, Employee Engagement, Leadership, Motivation, Resource Planning Industry, Robotics, Speech Analytics, Talent Management, Transformation/Change | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

The Connected Customer Revolution: UK National Contact Centre Conference 2017

8th November 2017 and the UK National Contact Centre Conference from the CCMA, held at the British Library knowledge centre. The event, free to members was sold out with a capacity crowd of over 250 in attendance. One particular highlight … Continue reading

Posted in Automated Customer Service, Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, Customer Service Industry, Customer Strategy, Customers, Digital, multi channel customer experience, omni-channel, Robotics | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Homeworking and Social Media Best Practice with the CCMA.

May 16th 2017, location: The Brewery EC1 Members of the CCMA arrived to a surprisingly sunny London to enjoy the Q2 Seminar on Homeworking and Social Media best practice.

Posted in Analytics, Automated Customer Service, Best Practice, Candidate Experience, Chatbots, Contact Centre Industry, Customer Experience, customer insight, Customer Service Industry, Digital, Homeworking, Robotics, Self-Management, social media | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

‘Releasing Potential’ Customer Strategy and Planning 2017

It’s that time of year again and this year to Harrogate, home of the famous Betty’s Tea Rooms and Turkish Baths for the Customer Strategy and Planning conference from the Forum, held at the grandly named Majestic Hotel. Chris Rainsforth … Continue reading

Posted in Analytics, Analytics Recruitment, Awards, Best Practice, business intelligence, Business Planning, callcentrehelper, Contact Centre Industry, Customer Contact, Customer Strategy, Douglas Jackson, Resource Planning Industry, Robotics | Tagged , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Are Your Leaders Hiring the Right Person?

How confident are you, or your leaders, when it comes to hiring the right person for your business? Following a recent business survey, The Recruiting Times found that 55% of business leaders believe their lack of recruitment credentials, process, or … Continue reading

Posted in Analytics Recruitment, Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Contact Centre Industry, Douglas Jackson, Employee Engagement, Executive Search, Hiring, Interviews, Leadership, Recruitment Agency, Retained Recruitment, Retained Search, Retention, Social Recruitment | Tagged , , , , , , , , , , , , , , , , , | 1 Comment

It’s Magic – The National Data Analytics & Insight Conference

Last week we were back at The National Data, Analytics & Insight Conference 2016, hosted by The Forum, which, once again proved to be a great success. The Forum gave an overview of where our industry is right now which … Continue reading

Posted in Analytics, Analytics Recruitment, Behavioural Assessment Tools, Behavioural Profiling, Best Practice, business intelligence, Business Planning, Contact Centre Industry, customer insight, financial services, Interviews, Recruitment, Reporting, Resource Planning Industry | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

UK National Contact Centre Conference 2016

Our Round-up of a thoroughly enjoyable & informative event UK National Contact Centre Conference from the CCMA. Continue reading

Posted in Behavioural Assessment Tools, Best Practice, Contact Centre Industry, Customer Experience, Customer Experience ROI, customer service, Customer Strategy, Digital Experience, omni-channel, Recruitment, Video Recruitment Tools | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

UK Customer Experience Awards 2016

Last week we were back at the Park Plaza, Westminster Bridge for the 2016 UK Customer Experience Awards. With one of the best views from a hotel lobby in London,(in our opinion), this event just gets bigger each year, with … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customers, Growth of Customer Experience, Leadership | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

CCMA Seminar and UK National Contact Centre Awards 2016

Last week we headed to the CCMA Quarterly Seminar and UK National Contact Centre Awards at The Brewery in London in London. The Seminar featured a number of speakers from across the industry; first up was Richard Kenny, Head of … Continue reading

Posted in Analytics Recruitment, Automated Customer Service, Awards, Best Practice, business intelligence, Contact Centre Industry, Customer Contact, customer service, Customer Service Industry, Customers, Data, multi channel customer experience, Robotics, Social Customer Service, Speech Analytics | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Customer Strategy & Planning 2016 – All The World’s a Stage

This year, Customer Strategy and Planning headed to Stratford-upon-Avon on the weekend of the 400th anniversary of William Shakespeare’s death, so the conference was full of inspiration and quotes from one of our greatest ever writers. This year’s conference ‘Breakthrough … Continue reading

Posted in Analytics Recruitment, Awards, Best Practice, Business Planning, Contact Centre Industry, Customer Strategy, Customers, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Performance, Resource Planning Industry | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment