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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As we saw in our last blog, if you want to attract the best people in this job market, you need a new employee value proposition.An employee value proposition has usually been expressed in terms of the role and responsibilities the employer is hiring for,...
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When we as employers look at ways of making our organisations more attractive to candidates, and when we look at how to better retain our existing staff, we focus on the employee experience. But let’s think about that a little.What we are really focussing...
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What challenges are contact centre and CX leaders facing to attract and retain employees in this job market?The transition to a new world of work is never going to be smooth. Employers are stuck between going back to doing business like we did pre-pandemi...
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The way we work has changed dramatically over the past few years, and nowhere is this more apparent than in the contact centre. A combination of factors including the pandemic lockdowns and the widespread adoption of remote working technology has driven t...
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How many days a week are Australian contact centres asking staff to come into the office? How many days a week do employees want to come in? What do contact centre and CX leaders think has the biggest impact on attrition? What´s the biggest change employe...
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In the candidate-short job market we face today, having a great offer for your prospective employees - competitive salary, interesting job role, great company culture, flexible working conditions, learning & development programme, and excellent career pro...
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Recruitment is basically a sales and marketing job. You have to find your ideal audience – your candidates – and offer them an attractive package that speaks to whatever it is that motivates them.To successfully recruit the talent and skills your contact ...
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What do candidates want from Australian employers?Everyone wants to know, in this crazy job market, what more they can do to attract and keep employees.So we asked over 100 candidates we've recently placed into contact centre and CX roles to tell us exact...
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With Elon Musk insisting all his staff must go back to the office or ‘pretend to work elsewhere’ the debate about where knowledge workers should work from, post-pandemic, rages on.While office occupancy rates in Australia’s capital cities are slowly creep...
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We haven’t always lived and worked like this. Our five-day working week with a weekend off is quite a recent innovation, going back to the time of Henry Ford.But this is the only working culture most of us have ever known, which makes it difficult to even...
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Anecdotal evidence suggests that knowledge workers are gradually returning to work. Just not full time. The most popular arrangements seem to be 1 to 3 days per week in the office with other shifts at home. Other businesses are experimenting with a four d...
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When we recently interviewed contact centre and CX leaders for our upcoming report into the future of work, several of them mentioned that they were losing more staff to sickness than to other employers.One interviewee called it the Great Sickie. And it’s...
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Upcoming report based on interviews with senior CX leaders in Australia - pre-register to downloadAfter two years of constant disruption caused by the pandemic, people want to know what comes next.The leaders we speak to every day want to understand what’...
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A few years ago Walker Research came out with a study reporting that by 2020, customer experience (CX) standards would overtake price and all other factors to be the top brand differentiator. That time is here and it’s no longer enough to have a CX focus,...
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Whilst employees are your greatest asset, they are also one of the largest expenses incurred by any CX or Contact Centre business. Mary Sparrow, our Senior Account Manager knows all too well how expensive the recruitment process can be for many of our cli...
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We often get calls from Contact Centre Agents or Customer Service Consultants looking for a change and wondering where their skills can take them. Contact centres are a growth industry and offer many fantastic opportunities, they are a great foundation fo...
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As part of our 3rd Birthday, Tenacity CX hosted a celebratory Christmas party to thank all our valued clients and work colleagues for their continued support throughout the significant growth of our business.It was a fantastic evening at the lively Bopp &...
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The future of Australian Contact Centres is constantly evolving. For those who are driven by customer excellence there are a number of rewarding career paths on offer.Companies are becoming more customer-centric and businesses are realising that they need...
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Providing outstanding customer service is an essential ingredient for all our clients to ensure a positive customer experience and brand success. Therefore, employers are looking to hire customer focused, friendly, highly-detailed employees with initiativ...
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With the ever-increasing impact of employee attrition affecting businesses in the contact centre and CX space, it is important to keep your team feeling valued, challenged and engaged. Robyn Kiely, one of our specialist recruiters and Account Managers wit...
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Hiring managers review hundreds of resumes on a daily basis so it’s important to stand out from your competition when applying for your next contact centre job or jobs in customer experience or customer transformation.Your resume is a digital representati...
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