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Category Archives: Leadership
Are Your Leaders Hiring the Right Person?
How confident are you, or your leaders, when it comes to hiring the right person for your business? Following a recent business survey, The Recruiting Times found that 55% of business leaders believe their lack of recruitment credentials, process, or … Continue reading
Posted in Analytics Recruitment, Behavioural Assessment Tools, Behavioural Profiling, Best Practice, Contact Centre Industry, Douglas Jackson, Employee Engagement, Executive Search, Hiring, Interviews, Leadership, Recruitment Agency, Retained Recruitment, Retained Search, Retention, Social Recruitment
Tagged Assessing the right candidate, Behavioural profiling recruitment tools, Best Recruitment solutions, Better Hiring, Better retention of new hires, douglas jackson recruitment, Douglas Jackson Search, Executive Search for Customer Experience, Executive Search for Customer Operations, Executive Search for Customer Service, Executive Search Tools, hiring better people, How to hire the right person, Mcquaig behavioural profiling, psychometric job evaluation, Recruitment Agency, recruitment assessment tools, Recruitment tools
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UK Customer Experience Awards 2016
Last week we were back at the Park Plaza, Westminster Bridge for the 2016 UK Customer Experience Awards. With one of the best views from a hotel lobby in London,(in our opinion), this event just gets bigger each year, with … Continue reading
Posted in Awards, Best Practice, Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customers, Growth of Customer Experience, Leadership
Tagged Affinity Water, British Gas, Close Brothers, customer centricity, customer experience awards, Customer Experience best practice, Direct Line, EPOS now, Financial Services Customer Experience, Findel Education, FM outsource, four Seasons Healthcare, HSS Hire, Insurance Customer Experience, Logistics Customer Experience, Microsoft, My Home Move, New Look, Now TV, OCADO, Old Mutual Wealth, Pelican Business Services, Reach Contact, Retail Customer Experience, RHP, Royal London, Scottish Water, SWR waste Management, Thames Water, TSB Customer Experience, UCAS, Utilities Customer Experience, vita student
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The Customer, The C-Suite and The ?
Earlier this year in the Gartner Executive Survey CEO’s put customer service as the most important priority after growth. “The big rise of explicit mentions of the word “customer” was very noticeable in the results of this year’s survey,” Mark … Continue reading
Posted in Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Customers, Employee Engagement, Employees, Growth of Customer Experience, Leadership, multi channel customer experience
Tagged C-suite and Customer Service, CEO's put customer service as the most important priority after growth, Chief Customer Officer, Chief Employee Officer, Customer Experience, Customer Experience is designed and developed by people., Customer Service Director, DEFAQTO RESEARCH, Douglas Jackson Customer Experience Recrutiment, Employee engagement to deliver better customer service, Gartner, Good Leadership, Head of Customer Service, Ian Golding, Leadership Recruitment, Leadership that delivers better customer experience
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Thinking About Relocating Your Contact Centre Career? Part 2
Following on from our earlier blog post Thinking About Relocating You Career to Exotic Shores which featured some tips, experiences and advice from some Contact Centre Managers and Leaders, who have relocated their lives and careers to India, South Africa … Continue reading
Posted in Candidates, Career Development, Contact Centre Industry, Leadership, Offshore, Personal Development
Tagged Call Centre Careers, Career Development, Contact Centre Careers, Job Opportunities Offshore, Jobs Opportunities, Offshore Careers, Philippines Jobs Opportunities, Relocating your Career Offshore
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Employee Engagement – Episode 2 ‘The Prequel’
For our Guest Blog this week we are delighted to welcome back Karen Wenborn, Customer Experience Evangelist and a real advocate for Employee Engagement. Karen’s previous Guest Blog was one of the most read and searched Douglas Jackson articles in … Continue reading
Posted in Candidate Experience, Contact Centre Industry, Employee Engagement, Leadership, Recruitment, Talent Management
Tagged Candidate Experience, Customer Experience, EE, Employee engagement, Inducting new employees, Onboarding new employees, Recruiting Great Candidates, Recruitment Experience, Successful hiring, successful induction programmes, Successful Recruitment, successful recruitment process
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Is It Time to Hire a Customer Experience Director or Chief Customer Officer?
For those of us working across the Customer Contact space, Customer Experience is not a new concept, however, dependant on which company, or organisation you talk to, the understanding and use of Customer Experience and the people employed within this … Continue reading
So You Want to Become a Customer Service Leader?
Attracting and Retaining Customer Contact employees is an on-going challenge faced by our industry. We all want to see more of those who choose to start a Customer Service and Contact Centre career, stay, prosper and where possible, go on to … Continue reading
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 Chief Customer Officer, Customer Experience, Customer Service, Enhancing Performance, Enterprise Social Networking, ESN, Internal Communication, Performance Management, social networks
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Celebrating Success – How do you do it?
We don’t know if it is just us but there seems to be a fair amount of positivity and excitement in the air at the moment; perhaps it is the arrival of summer with temperatures predicted in the mid 20’s … Continue reading
Contact Centres – The Future Leaders training ground
Given the number of headlines surrounding redundancies, unemployment and job shortages, a discussion ensued at DJHQ about opportunities and careers in general and how each of us have developed our careers based upon the opportunities available to us, which admittedly, were … Continue reading
Posted in Candidates, Contact Centre Industry, Customer Service Industry, Leadership, Recruitment
Tagged Call Centre Agent, Call Centre Careers, Call Centre Development, Call Centre Director, Call Centre Manager, Call Centre Opportunities, Call Centre Promotions, Career Development, Career Progression, Contact Centre Careers, Contact Centre Development, Customer Service Advisor, Customer Service Development, Promotions, Training
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Creating a Winning Culture
For the first of the Douglas Jackson Guest Blogs we are delighted to welcome to the stage Jason Wright; Jason is a Senior Leadership professional presently working in the Contact Centre industry for a FTSE 100 company. Jason has many years’ experience as … Continue reading
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 contact centre jobs, Customer Service, Customer Service Jobs, customer service manage, interview preparation, interview presentation, recruitment, recruitment advice, Recruitment Consultant
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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
