Searching For Excellence and Geisha Recruiters???

I was recently lucky enough to visit Japan, a fascinating country with a diverse, rich and unique culture, much in contrast to the West.  I was particularly drawn to the tradition and history of Japan; the Geisha, the Samurai, the wonder of the bamboo forests, the might of Mount Fuji but I was also struck by how they strive for perfection and how they master their profession and or art.

Whether it be the fact that all their trains are on time.  They have the most 3* Michelin restaurants in the world. The lack of rubbish, or that a Maiko (Geisha apprentice), will train for 5 years to achieve the status of Geiko.  During this time, they will have no access to a TV, Facebook, or any other technology.  They receive no wage.  It is hard to imagine that such young women, Maiko are typically aged between 14 and 17, volunteer for this, mainly due to a sense of honour, to preserve and maintain such traditions. This apprenticeship and service to a trade is not unique, a Sushi Chef will also generally serve as an apprentice for 5 years, working with a master itamae before they are given their first job, preparation of the sushi rice and so it continues across professions. 

So back to the western world and yes, recruitment.  Our industry gets a good deal of bad press, in some cases quite rightly. The industry attracts many individuals through promises of big bucks, working with people and looses just as many through bad management, a lack of training, unprofessional practices etc.  However, like any other profession, to become great, takes a significant amount of time and experience, indeed, if you subscribe to Malcolm Gladwells bestseller Outliers, the magic number of greatness is 10,000 hours, or 6-10 years.

It reminded me of a post from Miles Jennings ‘Why Recruiting Looks Easy’, Miles talks about a children’s book 20 heartbeats. In it, a wealthy Chinese man asks a painter for a painting of his favourite horse, years go by and still no painting.  The wealthy man eventually goes to the painter wanting his money back. The painter pulls out a piece of parchment and paints the horse in less than the time of 20 heartbeats.  The wealthy man, initially perplexed, as he had paid so much money and waited so long for a painting that took so little time, soon realised that actually the painter had been practising his art for all this time to produce, what was now, a perfect image.

Many see recruitment as simple, easy even.  The reality is few really succeed and last for any time, for those of us who do, we dedicate our working life to becoming the best we can be across our specialist area, constantly crafting our trade.

In our search for excellence, time is a wise teacher, or, to quote Fred Astaire on his dancing:

‘If it doesn’ t look easy, it is that we have not tried hard enough yet”

To become an expert takes time.

If you want to work with a good recruiter, do your research, find an expert, a specialist, someone who has learnt their craft.  Ask them when was the last time and how many times have they successfully delivered a role like yours, or helped an individual like you. A Geisha we might not be, but some of us have spent years learning our craft and take great pride in the delivery of the service we provide.

We hope we can help and work with you in the future on our continued search for excellence.

Michelle Ansell is a founding partner of Douglas Jackson, working as a management consultant within talent acquisition, Michelle has been serving customer led business and leaders to recruit and retain the best talent for over 15 years.

Source: https://douglasjacksonrecruitment.wordpress.com/2020/06/03/searching-for-excellence-and-geisha-recruiters/

2023 Buyers Guide

Get Listed

Training

 

1.)

CharlottePurvis.com Charlotte Purvis Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.

2.)

CNCBA 4PS 4PS Contact Center Management certification; 4PS Registered Coordinator training With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association. 4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level，L3 application level, L4 profession-level and L5 ben... (read more)With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association. 4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level，L3 application level, L4 profession-level and L5 benchmark-level. Based on 180 assessment points and 5 dimensions, including strategic planning, personnel management, process management, technology & environment platform and data & performance. It conducts 360-degree evaluation on a contact center for final review and authentication in order to find out the deficiency in the operation of the contact center, and take measures to help the contact center continuously improve the ability of operation management.

3.)	CTCOMM Call Centers Contact Centers Admin Training Supervisor Training

4.)	Davis-Mayo Associates "Service Excellence" Customer Service Training Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

5.)

First Impression Training Ltd Bespoke customer service and sales training solutions for the UK call / contact centre industry. Culture change programmes to help embed best practice service solutions Blended learning solutions for hybrid and remote frontline teams Vulnerable customer training solutions Online learning for the most affordable way to supercharge your customer experience

6.)

Happitu Happitu Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times. Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey! We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the... (read more)Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times. Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey! We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT! Try it free for 45 days!

7.)

Lieber & Associates Training Executives, Managers, Supervisors, and Reps Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs, Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

8.)

Manitoba Customer Contact Association Making Training and Development Part of Your Corporate Landscape Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates. Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people. Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train... (read more)Making Training and Development Part of Your Corporate Landscape Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates. Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people. Start the conversation: Explore our Training Page http://www.mcca.mb.ca/training and see our variety of options. We are eager to start the dialogue on how we can best support your team. Contact us today!

9.)

Marketing Tactics Pty Ltd 7 Pillars For Creating Amazing Team Leaders I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.

10.)

Navedas CSAT.AI CSAT.AI Scores Better Customer Service with Gamified Guidance! CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave. Agents have the immediate positive feedback that reinforces good behaviors for self training.

11.)

OMNI HR Consulting (Pty) Ltd Human Capital & Organisational Development Omni HR Consulting provides business and people development solutions through Training and Consulting services. We work across a number of sectors to provide solutions from both a Skills Development / Business perspective. Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills. Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

12.)

Orion Learning Services Inc. Learning & Development Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.)

Vads VADS Training Center PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers. Benefit : - Customizable training by experienced trainers - Increase motivation and engagement - Improves customer service skills and knowledge

14.)

Service Quality Institute Customer Service Training Programs We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

15.)

The Forum Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors. We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.

 

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