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- Is your LinkedIn profile working for you or against you? 3 Top tips to help you improve your LinkedIn profile and… twitter.com/i/web/status/1… 17 hours ago
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- 21 Reasons to trust Douglas Jackson with your next hire. #11 We help you make the right decision. Who you hire is… twitter.com/i/web/status/1… 2 days ago
- Resilience is a hot topic right now. We have been speaking with a number of business leaders and HR Directors ab… twitter.com/i/web/status/1… 2 days ago
- Morning, a short introduction on how our free book will help you attract and hire top talent. If you would like co… twitter.com/i/web/status/1… 5 days ago
Category Archives: Customer Contact
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 Bullet Train, Douglas Jackson, douglas jackson recruitment, Douglas Jackson Search, executive search, Experienced Executive Search, Experienced Recruitment Consultant, Expert Recruitment Consultant, Fred Astaire, Geisha, Japan, Maiko, Michelle Ansell, Mount Fuji, Proven Recruitment Consultants, Recruitment Consultants, Searching For excellence, Tokyo
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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 A new type of leader, AI, Automation, Contact Centre, Customer Experience, Customer Service, digitalisation, diverse workforce, diversity, Emotional Intelligence, Employee engagement, empowered workforce, EQ, Hiring Leaders with emotional intelligence, Homeworking, homeworking recruitment, human interactions, inclusive workforce, lockdown learnings, omnichannel, onboarding, remote working, remoteworking onboarding, remoteworking recruitment, The new customer service and contact centre landscape, Training, transformational change, virtual coaching, virtual management, virtual performance
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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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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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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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‘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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Customer Experience – What Does it Mean to You?
What does Customer Experience mean to you? It seems there is still a lot of confusion around Customer Experience. In an article from Beth Richardson of IJ Golding Customer Experience Consultancy investigates customer experience job vacancies. Beth highlighted something … Continue reading
Posted in Analytics Recruitment, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, customer service, Customer Service Industry, Customer Strategy, Growth of Customer Experience, multi channel customer experience, Recruitment, Recruitment Agency, Retained Recruitment, Social Recruitment, Video Recruitment Tools
Tagged Customer Experience, Customer Experience Analytics, Customer Experience Development, Customer Experience Recruiter, Customer Experience ROI, Customer Experience Strategy, Customer Experience Transformation, Recruitment Consultant for Customer Experience
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