Category Archives: Leadership

The Impact Room – Jo Causon CEO Institute of Customer Service

We were delighted to see Jo Causon, Chief Executive Officer of Institute of Customer Service in the Impact Room recently. Jo joined Hannah Louise Cox to share some insight and thoughts about customer service, customer demands, ease of customer service, challenges, transparency, communications, opportunities. What … Continue reading

Posted in customer service, Customer Service Industry, Customer Strategy, Customers, Insight/Analytics, Leadership, The Impact Room | Tagged , , , , , , , , , , | Leave a comment

Diversity through recruitment

Are you considering a more diverse, inclusive recruitment strategy? Continue reading

Posted in Best Practice, Diversity and Inclusion, Douglas Jackson, Employee Engagement, Employees, Executive Search, Hiring Resilient Leaders, Leadership, Performance, Personal Development, resilience, Resilient Leadership, Retained Recruitment, Retained Search, Retention, Social Recruitment, Talent Acquisition, talent development, Talent Management | Tagged , , , , , , , , , , , , , | Leave a comment

The skill or the will…

Do your future leaders have the skill and the will? Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Contact Centre Industry, Developing Resilient Leaders, Executive Search, Leadership, Performance, Recruitment, Resilient Leadership | Tagged , , , , , , , , , , , , , | Leave a comment

Developing Extraordinary Talent and Great Leaders

Ask yourself these key questions to help identify your key thinking when it comes to leadership and developing extraordinary leaders. Continue reading

Posted in Best Practice, Career Development, Continuous Improvement/Process Improvment, Developing Resilient Leaders, elke edwards, Employee Engagement, Employees, Hiring Resilient Leaders, ivyhouse, Leadership, Resilient Leadership, talent development, Talent Management | Tagged , , , , , , , , , , | Leave a comment

The UK National Contact Centre Conference 2020

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

How You and Your Leaders Can Emerge Stronger and More Successful

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

Returning to the office…Covid Recovery for business…

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

Basketball, Burgers and Resilient Leadership.

What does basketball and burgers have to do with resilient leadership? Learn more in this short article. Continue reading

Posted in Behavioural Assessment Tools, Behavioural Profiling, Best Practice, business intelligence, Contact Centre Industry, Customer Strategy, Customers, Diversity and Inclusion, Douglas Jackson, Employee Engagement, Employees, Executive Search, Leadership, Motivation, Recruitment, Self-Management, Talent Acquisition, Talent Management | Tagged , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

Digital Online Innovation For The Digital Experience Awards 2020

A round up from a truly virtual UK Digital Experience Awards 2020 from Hannah Louise Cox, with Awards International. Continue reading

Posted in Awards, Contact Centre Industry, Continuous Improvement, CRM, Customer Experience ROI, Digital, Digital Experience, Douglas Jackson, Leadership | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

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

Emergency Measures and The Future

I have had the pleasure of talking to some great senior managers across different industries throughout the UK over the last week. Having listened to several individuals and teams which have been implementing ‘emergency measures’ across their customer functions driven … Continue reading

Posted in Best Practice, Business Planning, Contact Centre Industry, Continuous Improvement, Customer Experience, Customer Strategy, Customer Success, Digital Experience, Diversity and Inclusion, Douglas Jackson, Leadership | Tagged , , , , , , , , , , , , , , , , | Leave a comment

The Future of The Contact Centre Conference

I attended The Future of the Contact Centre conference in London last week, and I must say, I came away from the event absolutely buzzing. A big theme for me, taken from the conference, other events, and from talking to … Continue reading

Posted in Automated Customer Service, Best Practice, Contact Centre Industry, Continuous Improvement, Customer Contact, Customer Experience, Customer Experience ROI, customer service, Customer Service Industry, Customer Strategy, Data, Digital Experience, Douglas Jackson, Executive Search, Leadership, Social Customer Service | 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

Being Your Personal Best: Customer Strategy and Planning 2018

This week #TeamDJ were back in Harrogate, (who now have their very own Ivy restaurant for those foodies planning a trip), for the Customer Strategy and Planning Conference from The Forum. The Forum are now in their 19th year, in … Continue reading

Posted in AI, Analytics Recruitment, Automated Customer Service, Awards, Behavioural Assessment Tools, Best Practice, Business Planning, Candidate Experience, Contact Centre Industry, Customer Experience, Customer Experience ROI, customer insight, Employee Engagement, Leadership, Motivation, Resource Planning Industry, Robotics, Speech Analytics, Talent Management, Transformation/Change | Tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , | Leave a comment

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 , , , , , , , , , , , , , , , , , | 1 Comment