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We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

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Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
Global contacts

We operate in more than 50 countries around the world. If your country is not on the list, please refer to our global contacts.

View contacts
White papers

People Management

Diverse teams drive Leadership Development

New research from ISS Denmark shows that leading diverse teams strengthens leaders’ competencies within communication, relationship building and talent development and ensures inclusion. This has a reinforcing effect as the better the leadership, the better the heterogeneous team will function.

Besides the positive impact diversity has on the bottom line, as earlier research from ISS has proven, new research from ISS Denmark and CSB on ‘Leading Diverse Teams In ISS’ shows that diversity also has a positive impact on leadership development.

Published in November 2017

A Diverse Leadership Yields Higher Earnings

Diversity is not an end in itself but a means to something greater- to improve competitiveness and the bottom line. In this respect, diversity matters both among employees and among management. Management influences culture and thus helps to promote the gains of diversity. 

This report shows that the benefits of having a diverse management are significant; businesses with the most diverse management have an operating profit margin of an average of 12.6 percentage points more than companies with the least diverse management. In addition, the most diverse companies have an operating profit margin on an average of 5.7 percentage points more than their competitors do.

Published in January 2016

Linking Customer Experience with Service Employee Engagement

In this White Paper we have performed a series of regression analyses for our data, and subsequent research has revealed important new knowledge regarding the factors that drive service employee engagement and customer experience.

Published in November 2015

Employee Engagement- The Crucial role of the Supervisor

Engaged employees are more productive, more customer-focused and more loyal – and companies with high levels of employee engagement are more profitable, according to a number of studies over the past two decades.

Published in May 2014

Effective Training of Front-line Service Employees

Service quality is the primary driver behind customer satisfaction. Because training is the single most important driver behind higher service quality, it is one of the most important internal processes for a company to get right.
Published in March 2012

The Value of Strategic HR Processes

Service Management is about continuously creating value in the eyes of the customers. Hence, the service company must excel at serving the front-line workers, who are the most important link between the company and the customers.


Published in November 2011

Working with Change Management in Service Outsourcing

Service outsourcing creates many changes. For the employees who will be outsourced the changes are significant but also for the rest of the organisation service outsourcing will lead to many changes.

Published in May 2011

Diversity in Outsourcing

The global workforce is experiencing significant demographic changes, and all organisations must develop and implement a diversity management strategy.



Published in September 2010

HR Issues to be Considered when Outsourcing Services

Although HR issues are crucial determinants of the success of service outsourcing processes, they are too often paid inadequate attention.

Published in January 2010

Multiskilling and Job Satisfaction in Outsourcing

Multiskilling is an effective way of organising jobs to boost productivity, flexibility and quality of service.

Published in August 2010