Category Archives: Customers

The Contact Centre Skills and Knowledge of The Future

This week Douglas Jackson attended the CCMA (Call Centre Management Association) seminar; The Contact Centre Skills and Knowledge of the Future.

Posted in Awards, Best Practice, Contact Centre Industry, Customer Experience, Customers | Tagged , , , , , , , , , , , , , , , , , | 1 Comment

Customer Service vs Customer Experience – A Complement or A Conflict?

In this week’s Guest Post we are delighted to welcome Steve West. Steve is a customer services professional who has designed and implemented customer services strategies, to deliver operational performance, improved customer service measures, customer loyalty and people engagement.  Steve … Continue reading

Posted in Business Planning, Customer Experience, Customer Service Industry, Customer Strategy, Customers | Tagged , , , , , , , | 9 Comments

5 Key Steps to Delivering a Good Customer Service

This seems like such a simple question, after all, it is what each and every one of us who work with, or within Customer Service talk about and strive for each and every day.  We asked our valued network and … Continue reading

Posted in Best Practice, Contact Centre Industry, Customer Service Industry, Customers, Employee Engagement, Performance | Tagged , , , , , , | Leave a comment

Enterprise social networks are changing the employee and customer engagement landscape

Our Guest Blog this week comes from David Naylor. David is the Managing Director of Chief Customer Officers, a specialist consultancy that helps companies who want to deliver great customer experiences but are struggling to understand their customers and frustrated by their inward … Continue reading

Posted in Contact Centre Industry, Customer Experience, Customer Service Industry, Customers, Employee Engagement, Leadership, Motivation, Performance, Personal Development, Social Networking | Tagged , , , , , , , , | 4 Comments

Customer Contact Planning Innovation Conference and Awards

Some of #TeamDJ are just returning back to the office after a fantastic and very busy few days at the Customer Contact Planning Conference.  The event was bigger than ever this year with over 600 delegates in attendance with a … Continue reading

Posted in Awards, Best Practice, Contact Centre Industry, Customer Service Industry, Customers, Douglas Jackson, Resource Planning Industry | Tagged , , , , , , , , , , | Leave a comment

When is a Recruitment Specialist not a Specialist?

In recent weeks, we have been asked to recruit a number of newly created senior Customer Service appointments for organisations undergoing major transformation or change across their estate.  Whilst working with the COO for one of these businesses, to develop … Continue reading

Posted in Clients, Contact Centre Industry, Customer Service Industry, Customers, Douglas Jackson, Recruitment, Recruitment Agency, Talent Management | Tagged , , , , , , , , , , , , , , | 1 Comment

Great Interview Presentation & Preparation

In our role of recruiting Executive & Managerial appointments for the Call Centre and Customer Service industry, the consultants at Douglas Jackson are lucky enough to work with and represent some really talented and inspiring people, teams and departments.

Posted in Candidates, Clients, Contact Centre Industry, Customer Service Industry, Customers, Douglas Jackson, Hiring, Interviews, Leadership, Recruitment | Tagged , , , , , , , , | 1 Comment

Best Practice across the Contact Centre Industry:

Douglas Jackson are delighted to have confirmed our attendance for another year at the 2012 Customer Contact Planning Conference. We look forward to catching up with our long established and trusted contacts, whilst having the opportunity to also meet and engage … Continue reading

Posted in Candidates, Clients, Contact Centre Industry, Customer Service Industry, Customers, Douglas Jackson, Leadership, Recruitment, Resource Planning Industry, Uncategorized | 2 Comments