Customer service: it’s a strategic asset

Susie Schofield writes: Customer service has always been integral to the FJWilson Talent Services’ business strategy. 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 helps its members to improve their customers’ experience and their own business… Read More

The candidate experience: report from the Recruitment Agency Expo

Heidi Frost writes: This month I attended this year’s Recruitment Agency Expo. Amongst the discussions, a theme that really resonated with me was how critical the candidate experience is. Ann Swain (CEO, APSCo), for example, spoke of the importance of ‘understanding candidates’.  The research has shown that 60% of candidates have poor experiences with agencies.… Read More