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The federal Budget has been handed down and, unsurprisingly, job creation is front and centre of the government’s agenda for 2021-22. Treasurer Josh Frydenberg has announced plans to invest $1.5 billion in a scheme to encourage businesses to hire apprentices and...

Has your business struggled to find and keep good contact centre staff? It’s a common problem. Here in Australia, the average agent moves on after less than two years. Constant comings and goings in the contact centre are disruptive and costly and they don’t make for...

Made it through last year and feeling reasonably optimistic about the future? While Australia’s recovery is still a work in progress, things seem to be moving in the right direction. Government investment in infrastructure and the HomeBuilder Scheme have created a...

Using temporary and casual workers is a good way to contain costs and manage fluctuating activity levels in your contact centre. But if those agents are not well managed and supported, they can weaken your team and compromise the quality of the service it delivers –...

Preparing to overhaul your contact centre this year? A resilient, well run operation is a powerful asset that can help keep your enterprise ticking over, regardless of what’s unfolding in the wider world. Many Australian business leaders learnt the hard way that their...

Wondering how to plan your contact centre operations in the face of an unprecedented number of unknowns? You and half the country. Decision makers around Australia are exploring ways to increase the flexibility of their operations, to ensure they’re ready to respond...

Wondering whether it might be worthwhile keeping your contact centre open for longer? There can be significant benefits to doing so. If you regularly receive a large number of after-hours calls or you see an opportunity to sign up additional customers and collect...

Readying your contact centre for the new year It’s been a tough 12 months. COVID has knocked societies and economies for six and created challenges aplenty for business leaders. It’s also delivered a timely reminder of the critical role contact centres play in...

Have your contact centre agents been working from home, some or all of the time, since the pandemic began shutting down industries and workplaces? Remote working has been critical to business continuity for thousands of Australian organisations, some of which were ill...

This year has been a disruptive and challenging one for thousands of Australian businesses and business owners. COVID-19 has created an overnight recession, the likes of which we haven’t seen for decades, and when times will improve remains anyone’s guess. Handed down...