The importance of Customer Experience
Having recruited over 25 Senior Management Customer Experience (CX) roles in the last 2 years I believe I have a good understanding of what a great CX is. What I love the most about this industry though is that regardless of the organisation or industry you are in CX will always be one of the key factors to your success. To put this in perspective, when researchers analysed the experience and revenue data from two $1 billion+ companies for&[...]
Should you implement a mentoring program?
According to a 2013 study, mentorship programs improve employee retention by 72% for mentees. Another study conducted around the same time found that employees who serve as mentors experience greater job satisfaction and a higher commitment to their employer. Mentor programs go further than morale. Sun Microsystems, for example, reported that increased retention rates resulting from their mentorship program saved their business $6.7 billion as [...]
Making Sense of common job description buzzwords
Do you look at a job advertisement and think – “What do they mean by that?” or how am I supposed to describe an example of that? If you answered yes then keep reading for an insight into the real meaning of these words. A recent report from Adzuna found that 74% of job adverts use at least one generic buzzword in their description, with the IT sector most likely to use the convoluted word play, being particularly fond of &[...]
What makes a good recruiter?
Having been in the recruitment industry for over 20 years I often get people asking me if I like what I do, and what makes a good recruiter. This got me thinking about how recruitment has changed over the years and why do I like it so much. The easiest way to answer this was to look at the key things I think are important for me to be both successful and enjoy my job. Relationship Building Recruiting is a relationship business. You need the [...]
Should we all be working from home?
I am an avid listener of TED talks. They are always interesting and aspiring full of information and insights into people around the world. Most recently Stanford Professor of Economics Nicholas Bloom spoke about the benefits of working from home and I was surprised to hear what he had to say. In his TED Talk, Bloom explains that work-from-home is potentially as powerful and innovative as the driverless car. As evidence, Bloom cites a [...]
The top 6 skills to look for in your next Call Centre recruit
A recent article in CX CentraI quoted that the average cost of a bad hiring decision can equal 30% of the individual’s first year potential earnings? Ouch! Call centre skills, on paper, can seem simple to recruit for. Experience in customer service? Check. Worked in a call centre? Check. But truly, if you want a stable team of performers, you need to recruit for attitude and cultural fit, someone whose values complement those of your [...]
The Millennial what you need to know to recruit and retain this generation
According to recent research done my McCringle Millennials or Generation Y make up the largest group of working Australians versus any other demographic group. They currently make-up 34% or our working population and are predicted to remain at 33% in 2025. As a recruiter, it’s a good idea to take a closer look at the Millennial – who are they and what do they think? What is a Millennial? There is some conjecture about the [...]
Is it time to quit your job?
A recent survey, conducted by Survey Sampling International on behalf of SEEK Learning, showed that less than half of the 4800 Aussie workers surveyed were happy with their jobs. So is it time to quit your job? This is a pretty big question and only you really know the answer. There are however, a number of things to think about before you decide to take the plunge: 1) Is it the job or the organisation that is making you unhappy? The first [...]
Social Media and Recruitment
As a small business owner, one of my daily tasks is to monitor and post on social media. As I am not a social media expert it got me thinking about how recruiters, HR Managers, and candidates, use Social Media and how is the recruitment process affected by the use of social media. A colleague of mine sent me some research findings (link at the end) which gave me some great insights into how Social Media is used in the area of recruitment. [...]
How to use emotional intelligence when recruiting
Emotional Intelligence is a word I have heard mentioned a lot lately and while I had an idea of what it meant, I started to think about how it could it be used in the recruitment process. The definition of Emotional Intelligence in the dictionary is: “the capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically”, so is it the key to both personal and [...]
What do Richard Branson and I have in common?
What's more important formal education or life experience? I recently came across an old article from businessinsider.com.au featuring 11 wildly successful people who dropped out of high school. One of whom was Richard Branson and I thought “wow” pretty amazing to have not completed high school but then go on to be one of the most successful businessmen in the world running multiple corporations. It also got me thinking about [...]
Socialising At Work
Should you be friends with your boss or employee outside of work? So let’s pretend it’s Friday and as is customary on the last day of the week there will be many of you planning to catch up after work with your colleagues at the local pub/ bar to discuss the week that was. Socialising with colleagues is well accepted and often where we meet many lifelong friends, however, where does the line get drawn between employee and boss and [...]
What kind of ‘Oh’ is in your Onboarding? Is it an “Oh, fantastic!” or is it an “Oh Noooo...?” True Story: It’s Day 1 of Michelle’s new job. She’s arrived 15 minutes early to make the best possible first-day impression. Two hours later, Michelle is still sitting in reception, waiting for someone to collect her and show her the ropes. She’s busting for the loo. And dying of thirst. She&[...]
Thinking of a career change?
I recently read an article about a Brisbane Mum who had 40 jobs at 40 and it got me thinking about how our career opportunities these days are endless. Gone are the days of a job for life with the same employer. Wanting a new career and making that change happen however can be difficult. You need to consider your current income can you survive while earning less? What are the job prospects of your new career? How long is the training or study [...]
5 characteristics of a successful Call Centre Manager
Quality Call Centre Managers are worth their weight in gold in today’s job market. The role can be highly stressful as well as mentally and physically challenging as they are often the point of contact when complaints escalate as well as being responsible for a call centre team. I read a recent article from Russell James where he states that the call centre manager is often “juggling a plethora of deadlines and goals, managers in [...]
Is Meditation in the workplace a good idea?
Meditation In The Workplace I once worked with a boss who closed his door for an hour after lunch every day (yes in the days when people still had a designated office) and meditated. As someone who has maintained a regular meditation practice, I thought how lucky to be able to do this at work. If you search the internet now for meditation or mindfulness at work there are numerous articles on the benefits. So what are the benefits of [...]
The Behavioural Interview
The Behavioural Interview At Insearch Executive Solutions our selection process begins with a full behavioural interview and various other tests, where appropriate. What is a Behavioural Interview? Behavioural interviewing requires candidates to respond with specific examples of past experiences rather than generalized or hypothetical responses. At the root of this interview style, is the belief that past performance is the most accurate [...]
Is your recruitment agency sending you the best talent or is it just a numbers game?
Is your recruitment agency sending you the best talent or is it just a numbers game? A sentence I never want to hear from a client is “wow that interview was a waste of time!” As a recruiter it’s my job to find the best talent possible, however as we are dealing with human nature, recruiting and hiring is not an exact science and sometimes we don’t end up with the talent we had hoped for. At Insearch Executive [...]
Always the bridesmaid never the bride?
Always the bridesmaid never the bride? Your resume is updated, you have a new suit and you are eager to find a new job, you have had plenty of interviews but not one job offer? Here are my top 3 tips to help you get the next job you are interviewed for: Be On Time I know this may sound obvious but the number of candidates I have interviewed that have been late to the interview always surprises me. It is imperative that you allow time for things [...]
When was the last time you reviewed your recruitment company?
When was the last time you reviewed your recruitment company? I recently received a phone call from a potential candidate whom I had met a few months earlier. This candidate was looking for some advice on a role being advertised by one of my clients and her resume had been put forward by another recruitment agency. After providing her with the relevant information she needed I enquired as to why her recruitment agency had not told her during [...]
How Well Do You Know Your Recruitment Consultant?
I may be going out on a limb here but after almost 25 years of working in recruitment, I think I have identified three separate breeds of Recruitment Consultant. First, there are the Masters. This rare and beautiful breed is genuinely in your corner; working hard to find the best addition to your team with as little disruption to your business as possible. If you have landed upon this breed, no need to read on, make yourself a cuppa – [...]