Digitalisation: implications for talent acquisition

Anthony Haynes writes: If ‘digitalisation’ has become a buzz word, it is for good reason: the trend towards digitalisation at all levels — for example, service delivery, internal communications, marketing, and procurement — continues apace. Few organisations can ignore the trend. The is evident both in our industry — the talent sector — and in… Read More

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