In today’s dynamic customer service environment, contact centre agents are more than just script readers—they are problem solvers. Every call or chat represents a unique challenge that, when resolved effectively, can transform a frustrated customer into a...
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What’s your background and experience in the industry?With 15 years of experience spanning diverse talent delivery models and industry sectors, I bring a strategic and consultative approach to talent acquisition. I’ve led teams across transactional, MSP, ...
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Tenacity CX – Your Partner in Contact Centre RecruitmentThe contact centre industry is evolving rapidly. With rising consumer expectations and new innovations reshaping customer interactions, businesses must adapt to stay ahead. While automation and self-...
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Redefining Operational, Technical, and Executive Talent Acquisition for the CX EcosystemThe High Stakes of Senior and Strategic HiringWhen it comes to hiring for critical and senior roles, getting it right the first time is non-negotiable. These positions...
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Cultivating Emotional Intelligence with a Hybrid Skillset The role of contact centre agents has evolved as technology reshapes customer interactions. While advanced tools like AI-driven support systems streamline processes, agents are increasingly expecte...
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As the contact centre industry undergoes a technological transformation, the role of agents is evolving to match this change. With artificial intelligence (AI) and automation taking on a more prominent role in customer interactions, the key to creating ou...
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Unprecedented Changes in Contact CentresWe’re witnessing incredible transformations in contact centres, driven by AI and rapid technological advancements. Here's how things are changing:From CTI to AI: Unlike the early 2000s' Computer Telephony Integratio...
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The CX & Digital Contact Service Centre industry is undergoing a significant transformation fueled by rapid technological advancements, especially in big data, cloud computing, and artificial intelligence (AI). This shift is driven by the need to innovate...
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In today's digital age, customer service extends beyond traditional phone calls to include various digital channels such as chat, email, and social media. This multi-channel approach requires a workforce that is adept at handling diverse communication met...
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Workforce management (WFM) has evolved from a purely operational function to a strategic cornerstone of modern business. As this field continues to grow, certain traits and skills have become essential for success.Analytical AptitudeAt the heart of WFM is...
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AI and Automation in Workforce ManagementIn today's fast-evolving business landscape, AI and automation are indispensable tools in workforce management (WFM). These technologies are not just transforming traditional tasks but are also driving efficiency a...
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The WFM function and the technology that enables it are spreading beyond the contact centre to drive transformation in the customer and employee experience.Without recapping everything that has happened since early 2020, let’s just say it’s been an unusua...
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Do you know how Tenacity CX helps customer-centric organisations like yours find the right CX and contact centre people when you need them?Well, fear not, our new Capability Statement tells you everything you need to know!As a quick recap, here's what we ...
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At The Customer Show Sydney recently we chatted to hundreds of people who visited our stand. The most popular topic everyone wanted to discuss was ChatGPT and AI. How will AI and automation change the contact centre and the way we interact with customers ...
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We had a brilliant time at The Customer Show Sydney with hundreds of CX and contact centre leaders visiting our stand.It was great to catch up with friends both old and new. If we had a dollar for every fantastic conversation we had, well, let's just say ...
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As we all know, it’s an employee’s job market right now. Unemployment is at its lowest since the early 70s, and workforce participation is at record levels[1].Astonishingly, in absolute numbers there were more unemployed Australians in 1982, when the popu...
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