Category Archives: Contact Centre Industry

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

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

Stability In a Changing Market

Well, we are hours away from yet another time in our economic climate whereby decisions of our country are going to be remembered in history. Whatever your opinions on what has happened, is happening, or about to happen, there is … Continue reading

Posted in Candidate Experience, Candidates, Contact Centre Industry, Douglas Jackson, Employee Engagement, multi channel customer experience, Recruitment, Recruitment Agency, Talent Acquisition, Talent Management | Tagged , , , , , , , , , , , | Leave a comment

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

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

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

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

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

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

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

The Digital Experience Awards 2019

Again, I had the pleasure of judging at this years’ UK Digital Experience Awards in London. What impresses me most about these events is the passion that the finalists have about their entries and their work in order to get to these … Continue reading

Posted in Awards, Contact Centre Industry, Digital, Digital Experience, Douglas Jackson, Employee Engagement, Insight/Analytics | Tagged , , , , , , , , , , | Leave a comment

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

UK Customer Experience Awards 2018

This week we were back to the magnificent backdrop of Wembley Stadium for the UK Customer Experience Awards 2018. Now in it’s 9th year, the event was, once again, a jam packed day full day of judging, with over 30 … Continue reading

Posted in Awards, Contact Centre Industry, Continuous Improvement/Process Improvment, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customers, Digital, Digital Experience, Douglas Jackson, Employee Engagement, Employees, Programmes/Projects | 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