Category Archives: Contact Centre Industry

Do you have an Inner Cheerleader or Inner Critic?

Do you have an inner cheerleader, or an inner critic? Do you have nagging thoughts that you’re not good enough? This negative, self-critical voice can undermine how we feel about ourselves, our goals and our effectiveness in life and work. … Continue reading

Posted in Contact Centre Industry, Continuous Improvement, Developing Resilient Leaders, Diversity and Inclusion, Douglas Jackson, Hiring Resilient Leaders, Motivation, Performance, resilience, Resilient Leadership | Tagged , , , , , , , , , | Leave a comment

The skill or the will…

Do your future leaders have the skill and the will? Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Contact Centre Industry, Developing Resilient Leaders, Executive Search, Leadership, Performance, Recruitment, Resilient Leadership | Tagged , , , , , , , , , , , , , | Leave a comment

Customer Director Report 2020

If you are serious about being a forward thinking customer led organisation, this report is for you and your leaders… Continue reading

Posted in Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customer Success, Customers, Digital Experience, Douglas Jackson, Executive Search | Tagged , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Merry Christmas and Christmas Opening 2020

Merry Christmas from all the team and a Safe, Happy New Year. Here are our Christmas opening details. Continue reading

Posted in Contact Centre Industry | Leave a comment

Planning Your Virtual Talent Acquisition Strategy?

Improve your virtual talent acquisition and recruitment strategy with these top tips and start attracting top talent. Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Candidate Experience, Contact Centre Industry, Homeworking, Recruitment, Retained Recruitment, Retained Search, Social Recruitment, Talent Acquisition, Talent Management, Virtual Recruitment | Tagged , , , , , , , , , , , , , | Leave a comment

The UK National Contact Centre Conference 2020

This week I had the pleasure of attending the UK National Contact Centre Conference with the CCMA. This is a long standing commitment and much anticipated event, always a highlight in the calendar as we make our way to the … Continue reading

Posted in Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, customer service, Customer Service Industry, Customers, Data, Digital Experience, Homeworking, Leadership, Recruitment, Retail, Self-Management, Talent Acquisition, Virtual Recruitment | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

How You and Your Leaders Can Emerge Stronger and More Successful

How will you and your teams emerge stronger? How will you address skill gaps in your workforce? Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Career Development, Contact Centre Industry, Developing Resilient Leaders, Diversity and Inclusion, Executive Search, Hiring Resilient Leaders, Homeworking, Leadership, Motivation, Personal Development, resilience, Resilient Leadership, Talent Acquisition, Talent Management | Tagged , , , , , , , , , , , , , | Leave a comment

Basketball, Burgers and Resilient Leadership.

What does basketball and burgers have to do with resilient leadership? Learn more in this short article. Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, business intelligence, Contact Centre Industry, Customer Strategy, Customers, Diversity and Inclusion, Douglas Jackson, Employee Engagement, Employees, Executive Search, Leadership, Motivation, Recruitment, Self-Management, Talent Acquisition, Talent Management | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Digital Online Innovation For The Digital Experience Awards 2020

A round up from a truly virtual UK Digital Experience Awards 2020 from Hannah Louise Cox, with Awards International. Continue reading

Posted in Awards, Contact Centre Industry, Continuous Improvement, CRM, Customer Experience ROI, Digital, Digital Experience, Douglas Jackson, Leadership | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Searching For Excellence and Geisha Recruiters???

Searching for excellence; Japanese culture strives for perfection, the bullet train, the geisha, sushi chef….many people see recruitment as easy but to become an expert takes time…… Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Candidate Experience, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, customer service, Customer Strategy, Customer Success, Customers, Digital Experience, Diversity and Inclusion, Douglas Jackson, Executive Search, Hiring, Personal Development, Recruitment | Tagged , , , , , , , , , , , , , , , , , | 2 Comments

Is Customer Experience Really Dead?

This is a subject that I have been pondering on for a long while, and it is a subject that seems to really be at the forefront now in the face of our global crisis. There is so much talk … Continue reading

Posted in Automated Customer Service, Contact Centre Industry, Customer Experience, Customer Experience ROI, Customer Service Industry | Tagged , , , , , , , , | Leave a comment

The New Customer and Employee Landscape

What a few months, outside of the movies, I don’t think the majority of us could have ever planned or thought the country would be in lockdown, or in the grip of pandemic as we are. On the whole, we … Continue reading

Posted in AI, Best Practice, Business Planning, Contact Centre Industry, Customer Contact, Customer Experience, Customer Service Industry, Customer Success, Customers, Digital Experience, Diversity and Inclusion, Douglas Jackson, Employee Engagement, Employees, Executive Search, Hiring, Homeworking, Leadership, multi channel customer experience, omni-channel, Personal Development, Recruitment, Robotics, Self-Management, Talent Acquisition, Talent Management, Transformation/Change | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Emergency Measures and The Future

I have had the pleasure of talking to some great senior managers across different industries throughout the UK over the last week. Having listened to several individuals and teams which have been implementing ‘emergency measures’ across their customer functions driven … Continue reading

Posted in Best Practice, Business Planning, Contact Centre Industry, Continuous Improvement, Customer Experience, Customer Strategy, Customer Success, Digital Experience, Diversity and Inclusion, Douglas Jackson, Leadership | Tagged , , , , , , , , , , , , , , , , | Leave a comment

Top Tips For Your CV Writing

Whether you’ve got time on your hands and you’re giving your CV a ‘spring clean’ or whether you’re actively pursuing a new role, there’s no doubt that investing time and effort into crafting a CV that you are proud to … Continue reading

Posted in Best Practice, Boost HR, Career Development, Contact Centre Industry, CV's, Douglas Jackson, Nicola Callan | Tagged , , , , , , , , , | Leave a comment

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 , , , , , , , , , , , , , , , , , , | Leave a comment