How to create an engaged workforce

Susie Schofield writes: In this three-part series, we speak to Jo Causon, Chief Executive of the Institute of Customer Service, the independent, professional membership body for customer service. The Institute is a recent client of FJ Wilson Talent Services (FJWTS). Jo has been CEO of the Institute since 2009 and in that time has driven membership… Read More

How does employee engagement improve customer service?

Susie Schofield writes: In this, the second post in a series of three, we speak to Jo Causon, Chief Executive of the Institute of Customer Service, the independent, professional membership body for customer service. The Institute helps its members improve their customers’ experience and their own business performance. Jo has been CEO of the Institute… Read More

Improving employee engagement and retention

Anthony Haynes writes (or, rather, paraphrases): How to engage employees and how to retain them are major challenges for employers — particularly so when, as in many Western cities today, sectoral unemployment rates are low. There is a battle for talent going on out there. A study by researchers from Babson College and Workday focuses… Read More

Catching the wave: 21st century careers

Anthony Haynes writes: What’s your image of a university press? Perhaps an organisation that produces esoteric, ivory-tower, publications that sit, largely unread, in academic libraries. Not so Deloitte University Press. Deloitte University specialises in leadership. Its press continues that theme in the sense of thought leadership. Its publications cover contemporary challenges in such areas as… Read More