Category Archives: Homeworking

The State of The Market

Posted on 10/12/2021 by Douglas Jackson Diverse Impactful Leadership

I am asked on a daily basis about the state of the market and many are talking about ‘The Great Resignation’, is it real?, What is the market like, how are salaries being affected etc. Here are some key thoughts Continue reading →

Posted in Board Careers, business intelligence, Candidate Experience, Candidates, CEO, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, customer service, Customers, Digital Experience, Douglas Jackson, Employees, Executive Search, Hiring, Homeworking, Leadership, Retained Recruitment, Talent Acquisition, Talent Management | Tagged customer contact, Customer Experience, Customer Service, Data, Digital Experience, Insightful Data, Leadership, Market, State of the Market, TRends | Leave a comment

Planning Your Virtual Talent Acquisition Strategy?

Posted on 17/11/2020 by Douglas Jackson Diverse Impactful Leadership

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 #recruitment consultants, attract top talent, effective talent acquisition, executive search, recruiting remotely, Recruitment Strategy, remote recruitment, remote recruitment consultants, Talent Acquisition, talent acquisition strategy, virtual hiring, Virtual interviews, Virtual Recruitment, virtual recruitment strategy | Leave a comment

The UK National Contact Centre Conference 2020

Posted on 05/11/2020 by Douglas Jackson Diverse Impactful Leadership

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 Aimie Chapple, Amy Cashman, Biometrics, Capita Customer Management, CCMA, CEO, CEO's put customer service as the most important priority after growth, Contact Centre Advisors, Contact Centre Insight, Customer Journeys, Douglas Jackson, Health, In Field Service, Insights, Jonathan Cowie COO, Kantar, Leigh Hopwood, Liam Smith, Martin Hill-Wilson, Mental Health, Michelle Ansell, Phil O'Sheil Operations Director ATOS, Phygital, Rank Group Director of Customer Services, remote recruitment, Research Director, Segment, Stephen Yap, Telefonica, Twilio, UK National Contact Centre Conference, Verizon, Virtual Recruitment, Vivid housing, Wellbeing | Leave a comment

How You and Your Leaders Can Emerge Stronger and More Successful

Posted on 24/08/2020 by Douglas Jackson Diverse Impactful Leadership

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 betterleaders, betterteams, developing resilience, highperformanceleadership, hiringforresilience, How to hire resilient leaders, leadershipdevelopment, leadershipresilience, resilience, resilience profiling, Resilient Leaders, Resilient Leadership, Talent retention, talentacquisition | Leave a comment

Returning to the office…Covid Recovery for business…

Posted on 04/08/2020 by Douglas Jackson Diverse Impactful Leadership

Are you thinking about the key considerations for getting your team back to the office post Covid. Is your communication and employee engagement high enough? Continue reading →

Posted in Best Practice, Business Planning, Employee Engagement, Employees, Homeworking, Leadership, Performance, resilience | Tagged Business Performance, Covid Recovery for business, Douglas Jackson, Employee communication, Employee engagement, Enhancing teams, Hannah Louise Cox, Homeworking, Office Safety, Premises, remote working | Leave a comment

The New Customer and Employee Landscape

Posted on 04/05/2020 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

How Will Business Planning Change?

Posted on 07/04/2020 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

Accelerated Digital Transformations

Posted on 06/04/2020 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

6 Top Tips For Video Interviews

Posted on 30/03/2020 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

‘Delivering World Class Service With a Human Touch’ – UK National Contact Centre Conference 2018

Posted on 12/11/2018 by Douglas Jackson Diverse Impactful Leadership

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 | Leave a comment

Homeworking and Social Media Best Practice with the CCMA.

Posted on 22/05/2017 by Douglas Jackson Diverse Impactful Leadership

May 16th 2017, location: The Brewery EC1 Members of the CCMA arrived to a surprisingly sunny London to enjoy the Q2 Seminar on Homeworking and Social Media best practice.

Posted in Analytics, Automated Customer Service, Best Practice, Candidate Experience, Chatbots, Contact Centre Industry, Customer Experience, customer insight, Customer Service Industry, Digital, Homeworking, Robotics, Self-Management, social media | Tagged ann-marie Stagg, Call Centre Management Association, CCMA, CCMA UK, Contact Centre Awards, Contact Centre Best Practice, Harveys Furniture, Ibot, Martin Kemp, NHS professionals, Plantronics, Social Media, The brewery, The Met Police, Tobi, UK National Contact Centre Awards 2017, Vodafone, Vodafone Chatbot | Leave a comment

Customer Strategy and Planning – ‘Bridging the Gap’

Posted on 30/04/2014 by Douglas Jackson Diverse Impactful Leadership

April 2014 and TeamDJ head to Brighton for this year’s Customer Strategy and Planning Conference. The headline; ‘Bridging the Gap’, almost had a dual meaning, along with the twitter hashtag #roadtobrighton, as, just before the start of the Professional Planning … Continue reading →

Posted in Awards, Best Practice, Business Planning, Contact Centre Industry, Customer Service Industry, Customer Strategy, Douglas Jackson, Employee Engagement, Homeworking, Performance, Resource Planning Industry, Talent Management | Tagged Arise Homeworking, Awards, Best Practice in Contact Centre, brighton, Call Centre Best Practice, Call Centre Development, Capital One, Contact Centre, Contact Centre Awards, customer engagement, Customer Strategy, Darren Lawrenson, Employee engagement, Innovation, LV, Neopost, PPF Heroes, PPFCONF, Professional Planning Forum, Resource Planning, Richard Sedley, Santander, Seren, Speech Analytics, UPC, WebhelpUK | Leave a comment

Contact Centre Homeworking

Posted on 01/05/2012 by Douglas Jackson Diverse Impactful Leadership

In the second of our guest blogs we would like to welcome to the stage Gillian Bell – Gillian is presently a Management Consultant with At Home Customer Contacts, a business which focusses on home-sourcing across the UK and US … Continue reading →