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Category Archives: omni-channel
The Connected Customer Revolution: UK National Contact Centre Conference 2017
8th November 2017 and the UK National Contact Centre Conference from the CCMA, held at the British Library knowledge centre. The event, free to members was sold out with a capacity crowd of over 250 in attendance. One particular highlight … Continue reading
Posted in Automated Customer Service, Best Practice, Chatbots, Contact Centre Industry, Customer Contact, Customer Experience, customer insight, Customer Service Industry, Customer Strategy, Customers, Digital, multi channel customer experience, omni-channel, Robotics
Tagged ann-marie Stagg, Assistant Director of Insgith, Atom Bank, Ben Page, British Library, Cap Gemini, CCMA, CIFAS, Daily Mail Group, Daniel Kahneman, DDC outsourcing, Disney, Douglas Jackson, Ed Creasey, Genesys, Head of Customer Experience, Head of Customer Service, Head of Research, helen wilson, Henley Business School, HMRC, Ipsos Mori, Jason Pillay, John Callachan, lovehoney, LV, Managing Partner, Michael Sherwood, Michelle Ansell, Moneypenny, My Magic+, NICE, NICE ROBOTICS, Nikola Gaubitch, Pindrop, Premier Inn, Professor Moira Clark, Rachel Clacher, Sandra Peaston, Suzi Caesar, Thinking Fast and Slow, UK National Contact Centre Conference
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New Horizons at Douglas Jackson
After 10 years at our previous home and despite upgrading offices four times over the years, due to continued expansion, we have finally outgrown the Lichfield Business Village and have moved into our new home, The Garrick Suite. The Suite … Continue reading
Posted in business intelligence, Candidate Experience, Candidates, Career Development, Clients, Contact Centre Industry, Continuous Improvement, Continuous Improvement/Process Improvment, CRM, Customer Contact, Customer Experience, Customer Experience ROI, customer insight, Customer Service Industry, Customer Strategy, Customers, Data, Digital Experience, Douglas Jackson, Employee Engagement, Employees, Executive Search, Insight/Analytics, Jobs, omni-channel, Programmes/Projects, Recruitment Agency, Resource Planning Industry, Retained Recruitment, Retained Search, Social Recruitment, Talent Acquisition, Talent Management, Transformation/Change, Video Recruitment Tools
Tagged Behavioural Profiling, BI/MI Recruitment Consultants, CRM recruitment consultants, Customer Success Recruitment, Douglas Jackson, Douglas Jackson Executive Search Consultants, Douglas JAckson Recruitment Consutlants, Douglas Jackson Search, Douglas Jackson UK Recruitment, Garrick Suite, Head of Analytics Recruitment, Head of Continuous Improvement Recruitment, Head of Insight Recruitment, Head of Programmes Recruitment, Head of Strategy recruitment, Head of Transofrmation Recruitment, Job Analysis Tools, Lichfield, Lichfield Cathedral, London Recruitment, New Hire Retention, Project Manager Recruitment Consutlants
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What’s Next For The Development Of Your Live Chat Channel?
The Digital evolution is here! You have managed to convince the exec team that the investment is required and you have successfully established your web-chat channel, or strategy. Great! , so…..what next?
Posted in Contact Centre Industry, Customer Contact, Customer Experience, Customer Experience ROI, Customer Service Industry, Customer Strategy, Digital, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel
Tagged bots, Customer Experience, Customer Service, Digital Customer Service, Digital Experience, Digital Strategy development, effective Live Chat delivery, How to develop Live Chat, Live Chat Channel, Live Chat Consulting, Livechat, Mark Howe, Multi-channel Customer contact, omnixco, Richard Lacey, robots, Video chat, Webchat, Zaheer Gilani
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Customer Strategy & Planning 2016 – All The World’s a Stage
This year, Customer Strategy and Planning headed to Stratford-upon-Avon on the weekend of the 400th anniversary of William Shakespeare’s death, so the conference was full of inspiration and quotes from one of our greatest ever writers. This year’s conference ‘Breakthrough … Continue reading
Posted in Analytics Recruitment, Awards, Best Practice, Business Planning, Contact Centre Industry, Customer Strategy, Customers, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Performance, Resource Planning Industry
Tagged Analytics, Autoglass, back to basics, Co-operative banking, Customer Experience, customer service simplicity, Customer Strategy and Planning 2016, dimension data, direct line group, Douglas Jackson, EE, Geoban, Innovation, Intercall, Luke Sykwalker, Motability, North East Ambulance Service, Red Funnell, Resource Planning, RS Components, RSA, Severn Trent Water, Shakespeare 400, Star Wars, Stratford Upon Avon, The Forum, The Method, voice of the Customer
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Is The Future Bright For Call Centres?
For our guest blog this week, we would like to welcome Bob Horton. Bob is a board level business professional, experienced in Operations Management Leadership, Performance Improvement and leading Strategic Transformational Change. He is award winning for innovations and change, … Continue reading
Posted in Best Practice, Contact Centre Industry, Customer Contact, Customer Service Industry, Customer Strategy, Digital Experience, multi channel customer experience, omni-channel, Social Customer Service
Tagged AI in Call Centres, Artifical Intelligence in Call Centres, Award winning Change, Bob horton, Call Centre, CCEO, Chief Customer Experience Officer, Contact Centre, Contact Centre Transformation, CSAT, Customer analytics, Customer Engagement Hub, Customer Insight to Drive Customer Service, Director of Customer Experience, Douglas Jackson Recruitment Blog, FCA Customer Service, Financial Services Customer Service, first contact resolution, Insurance Customer Service, Is the Future Bright For Call Centres, multi-channel customer service, multi-skilled agents, Operational Leader, Quality in Contact Centres, Self-Serve, social customer service
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What Has Been Your Best Digital Experience?
Last month was a busy awards and events time for the Team at Douglas Jackson and I personally had the great pleasure of being invited to judge at the Digital Experience Awards, at the impressive Grand Connaught Rooms, London. There were some fantastic individual presentations, business plans, innovative creations, and stories told not only within each judging category, but also throughout the day, as I had the opportunity to network and meet with many of the entrants, Subject Matter Experts Digital Leaders and Consultants. Continue reading
Posted in Awards, Contact Centre Industry, Customer Contact, Digital, Digital Experience, Douglas Jackson, Executive Search, multi channel customer experience, omni-channel, Recruitment Agency, Social Customer Service
Tagged Customer Contact Strategy, Customer Experience, Customer Service Innovation, Digital, Digital Experience, Digital Experience Awards, Digital Experience Recruitment, Digital Innovaion, Douglas Jackson, douglas jackson recruitment, DX, DX Awards, Executive Recruitment, Hannah-Louise Cox, Homebuyers Companion app, multichannel, Nationwide Building Society, omnichannel, Payar, Petchatz, Video chat, Webchat
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Who Should Own the Digital Experience?
Digital customer experience is fast becoming a key business differentiator, with those responsible for the digital development and delivery being challenged to achieve the best digital initiatives to support their company, but in many organisations the key factors for a truly … Continue reading
Posted in Customer Experience, Customer Strategy, Digital, Digital Experience, Douglas Jackson, multi channel customer experience, omni-channel, Social Customer Service
Tagged Alex Mead, CCO, Chief Customer Officer, Customer Experience, Customer Experience Director, Customer Strategy, Digital, Digital Customer Service, Digital Experience, Digital Experience Awards, DX, DX Awards, Genesys, Hannah-Louise Cox, Martin Hills Wilson, Multi-Channel Customer Experience, Omni-channel Customer Experinece
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