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- Some thoughts and questions from our Planning, Insight and Analytics guru Perry Fletcher @AnalyticsTeamDJ - How Wil… twitter.com/i/web/status/1… 12 hours ago
- How Will Business Planning Change? …uglasjacksonrecruitment.wordpress.com/2020/04/07/how… https://t.co/f48ozG8rQz 12 hours ago
- Accelerated Digital Transformation - A number of businesses have seen large scale transformation projects, expected… twitter.com/i/web/status/1… 1 day ago
- Accelerated Digital Transformations …uglasjacksonrecruitment.wordpress.com/2020/04/06/acc… https://t.co/UepO2OZqDI 1 day ago
- RT @BorisJohnson: Another quick update from me on our campaign against #coronavirus. You are saving lives by staying at home, so I urge yo… 3 days ago
Category Archives: Best Practice
How Will Business Planning Change?
Over the last couple of weeks, I’ve had some interesting conversations with senior leaders particularly those operating in the planning space. Several conversations have been around Covid-19 and the impact it has had on their operations with lots of operations … Continue reading
Posted in Analytics, Analytics Recruitment, Best Practice, business intelligence, Business Planning, Contact Centre Industry, Continuous Improvement/Process Improvment, Homeworking, Resource Planning Industry
Tagged Absence Management, Cloud Technology, douglas jackson recruitment, field workforce planning, flexible working, Forecasting, Homeworkers, Homeworking, How will resource planning change, operational planning, Perry Fletcher, remote management, remote working, Resource Planning, resourcing, Scheduling, WFM, workforce management, Workforce Planning
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Accelerated Digital Transformations
Over the last couple of weeks, I’ve had some interesting conversations with senior leaders particularly those operating in the digital transformation space. A number of conversations have gravitated to the lack of ‘red tape’ during the latest digital transformation projects … Continue reading
Posted in Analytics Recruitment, Automated Customer Service, Best Practice, Business Planning, Contact Centre Industry, Continuous Improvement, Customer Experience, customer service, Customer Strategy, Diversity and Inclusion, Homeworking, multi channel customer experience, Transformation/Change
Tagged Accelerated Digital Transformation, Business as usual, business operations, digital transformation, digital transformation projects, diverse recrutiment, diversityrecruitment, Douglas Jackson, empowering stakeholders, flexible working, Holly Beeston, Homeworking, inclusiverecruitment, increased urgency, large scale transformation, lockdown, Recruitment Consultant, transformation
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6 Top Tips For Video Interviews
With the nations home-working in full swing, there have been a number of changes for us all day to day. From battling with the youngest family members, prioritising home-schooling over spending time out in the garden whilst the sun is … Continue reading
Posted in Best Practice, Candidate Experience, Contact Centre Industry, Customer Contact, Customer Experience, customer service, Douglas Jackson, Executive Search, Hiring, Homeworking, Recruitment, Recruitment Agency, Video Recruitment Tools
Tagged career advice, digital interviews, digital recruitment, Douglas Jackson, douglas jackson recruitment, Douglas Jackson Recruitment Blog, Douglas Jackson Search, Holly Beeston, Interview Advice, Top Tips for Interview, Top tips for video interviews, video interviewing, video interviews, Virtual interviews
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Attracting and Retaining The Skills For The Future.
I was at a recent event and talking to a Director of Customer Experience about the changing roles within the customer market, as well as the perception vs the reality of the pace of change, given that voice is still … Continue reading
Posted in Best Practice, Candidate Experience, Candidates, Career Development, Contact Centre Industry, Customer Contact, Customer Experience, customer service, Customer Service Industry, Recruitment, Retention, Talent Acquisition, Talent Management
Tagged Attracting and retaining the skills for the future, Authentic CEO, CEO, Contact Centre, Contact Centre Future Leaders, Customer Experience, Customer Service, Douglas Jackson, Ethical, Future CEO, Future skills for customer contact, Raconteur, recruit good contact centre people, skills for the future, Talent Acquisition, Talent attraction, Talent retention, Worforce, Workers of the future, Workers Voice
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Customer Experience Stars
The start of a New Year, we don’t know about you but it always brings about a time of self reflection, of improvement, of new beginnings, even for those of us who strive for continued development and leanings throughout the … Continue reading
Posted in Analytics, Automated Customer Service, Awards, Best Practice, Candidate Experience, Career Development, Clients, Contact Centre Industry, CRM, Customer Experience, Customer Experience ROI, Customer Service Industry, Customer Success, Customers, Data, Douglas Jackson, Employees, Executive Search, Insight/Analytics, omni-channel
Tagged Customer Experience Influencers, Customer Experience Magazine, Customer Experience Professionals, Customer Experience Stars, Douglas Jackson, executive search, Hannah-Louise Cox, Managing Partner, Michelle Ansell, op 50 Customer Experience, Recruitment Consultant, Recruitment Industry Accolades, Recruitment Industry Recognition, Top 10 Customer Experience Influencer, Top 25 Customer Experience Professional
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Europe’s finest- ECCCSAs 2019
It was the biggest yet, with 1300 attendees from over 24 countries arriving at the Battersea Evolution for the 2019 European Contact Centre and Customer Service Awards. This year the event was hosted once again by Fiona Bruce, who was … Continue reading
Posted in Awards, Best Practice, Business Planning, Candidate Experience, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Service Industry, Douglas Jackson, multi channel customer experience
Tagged ann-marie Stagg, Awards, Battersea Evolution, CCMA, Contact Centre, Customer Experience, Customer Service, Douglas Jackson, douglas jackson recruitment, ecccsa19, European contact centre and customer service awards, Fiona Bruce, Frank Bruno, Ovo Energy, papyrus
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The Future of Work in Contact Centres
The Future of Work in Contact Centres was this years theme and a topical subject for the annual CCMA UK National Contact Centre Conference, which was once again held at the fabulous British Library. This event is always an informative, … Continue reading
Posted in Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, customer service, Douglas Jackson, Employee Engagement, multi channel customer experience, omni-channel
Tagged ageing customer, ageing workforce, ann-marie Stagg, British Library, CCMA, Customer Experience, Douglas Jackson, Employee engagement, helen wilson, Henley Business School, Ipsos Mori, Moneypenny, NICE, Odigo, omnichannel, poly, Professor Moira Clark, remote working, Sabio, the future of work in contact centres, Verint
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Voice Still King in Retail
I had the opportunity of attending a retail round-table event hosted by Ann-Marie Stagg and the CCMA in London last week, titled ‘The Future of Retail’. As you would expect, AI and Bots were heavily featured, although interestingly, voice was … Continue reading
Posted in AI, Analytics, Automated Customer Service, Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, customer service, Customer Service Industry, Customer Strategy, Customers, Data, Digital Experience, Recruitment, Retail, Retained Recruitment, Retained Search
Tagged AI in Call Centres, ann-marie Stagg, Asos, Ben Page, CCMA, Chatbots, Douglas Jackson, Ipsos Mori, is voice still king in retail, John Lewis, Kerry Gidziewicz, Lego, marcus hickman, Recruitment Consultant, The Co-Op, The future of retail, trust in customer service, voice biometrics, voice technology of the future, Wilko
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Retained Recruiter Academy
At Douglas Jackson, we are committed to keeping ourselves abreast with new and best industry practises, as well as brushing up on the more traditional ones. As a Senior Consultant within the business, and with over 8 years dedicated service, … Continue reading
Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Contact Centre Industry, Customer Experience, customer service, Customer Strategy, Customer Success, Douglas Jackson, Employee Engagement, Executive Search, Recruitment, Recruitment Agency, Retained Recruitment, Retained Search, Retention
Tagged Billy Schwer, Content Marketing Masterclass, Douglas Jackson, Hannah-Louise Cox, Manu Up the World Champion Way, Mark Whitby, Mental Boxing, Mike Walmsley, Recruitment Consultants, Retained REcruiter Academy, Retained Recruitment, retention of new hires, World Boxing Champion
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Customer Experience Awards 2019
A 10th year anniversary for Awards International and the UK Customer Experience Awards. With almost 30 categories and 150 judges, the event was back at the amazing venue of Wembley Stadium, with the pitch being painstakingly prepared for the NFL … Continue reading
Posted in Awards, Best Practice, Candidate Experience, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customer Success, Digital Experience, Douglas Jackson, Growth of Customer Experience
Tagged Awards, Awards International, Camm & hopper, Contact Centre, Contact Centre Awards, Customer Experience, Customer Service, Customer Strategy, cxA19, Digital Experience, direct line group, Douglas Jackson, dpd uk, financialforce, game retail, Ian Golding, Kamyar, knight frank, Neil Skehel, nfl, trustedhousesitters, UK Customer Experience Awards, Wembley Stadium
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The Culture Code for Customer Experience and launch of The Judge Club.
An early breakfast at The Ivy Covent Garden for the launch of ‘The Judge Club’ from Awards International. This independent, not for profit body has been created to help on board new judges, offer networking opportunities and advice across the … Continue reading
Posted in Awards, Best Practice, Contact Centre Industry, Customer Experience, customer insight, customer service, Digital Experience, Douglas Jackson, Employee Engagement, Insight/Analytics, Programmes/Projects, Social Customer Service, Talent Management
Tagged Awards, Awards International, Blue sky people change experts, Covent Garden, Customer Experience, Digital Experience, Douglas Jackson, douglas jackson recruitment, Employee engagement, judging, judging best practice, Networking, on boarding, the ivy, the judge club
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Retained Search – Not Just For The C-Suite
Retained Search – Not Just For The C-Suite. A highly effective, thorough, professional process to help target and hire the right talent. Continue reading
Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Candidate Experience, Contact Centre Industry, Executive Search, Recruitment, Recruitment Agency, Retained Recruitment, Retained Search, Social Recruitment
Tagged Best Recruitment practice, Best Recruitment solutions, douglas jackson recruitment, Douglas Jackson Search, Executive Retained Recruitment, executive search, Recruitment Consultants, Recrutiment Agency, Retained Recruitment not just for the C Suite, Retained vs contingency, Successful Recruitment, Targetted recruitment
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‘Delivering World Class Service With a Human Touch’ – UK National Contact Centre Conference 2018
Ann-Marie Stagg and the CCMA, held the UK National Contact Centre Conference 2018 at the British Library. The theme; Delivering World Class Service With a Human Touch. The event sponsored by Genesys was an extremely well attended event. Free to … Continue reading
Posted in Automated Customer Service, Awards, Best Practice, Candidate Experience, Career Development, Chatbots, Contact Centre Industry, Continuous Improvement, Continuous Improvement/Process Improvment, Customer Contact, customer service, Customers, Digital Experience, Employee Engagement, Employees, Homeworking, multi channel customer experience, Robotics, Transformation/Change
Tagged Agile Product Contact Centre Structure, Air France, Animal Friends, ann-marie Stagg, Ben Page, Bill Wilson, booking.com, BPA Quality, Brainfood Extra, Build a Duck, CCMA, Clare Lomax, Customer Experience, Customer Service, Digital Channel Strategy Lead, Director of Business Operations, Director of Sales and Marketing, Dorchester, Ed Creasey, Field of Flexibility, General Manager, Genesys, Gina Wall, Instagram, Ipsos Mori, James Revell, Lego, Louise Locke, Marije Gould, Martin Hill-Wilson, Martin Teasdale, Monzo Bank, NICE, Peak End Rule, Personalisation, Quality Solutions Director, Ryanair, Sabio, Severn Trent Water, Site Director, Social Engagement, Steven Lee, Stuart Dorman, The British Library, TTEC, Verint
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