Balancing Tech and Human Skills in Contact Centres: The Hybrid Approach to CX

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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Navigating the AI Revolution: Sourcing and Assessing Talent for Modern Contact Centres

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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Embracing Transformation in the CX & Digital Contact Service Industry

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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Upskilling for Multi-channel Customer Service: delivering seamless customer experiences

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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Essential Traits and Skills for Success in Modern Workforce Management

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 Management: Enhancing Efficiency and Productivity

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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Workforce Management and Optimisation as the Driver of Improvement Across the Enterprise

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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How do we reach the talent that other agencies cannot? Download our new Capability Statement to find out

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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5 ways to use ChatGPT for free to power up your recruitment right now

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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An Event to Remember: The Customer Show (Sydney) 2023

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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Job market analysis: contact centres understaffed, still tough to recruit

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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The 2 pillars of the new world of work

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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Building a new Employee Value Proposition

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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Future of Work: Detailed Employer Survey Results and Insights

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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Flexible Working is the Future: Survey Reveals Hybrid Model Dominates in Contact Centres

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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Employee Engagement & Retention in the New World of Work

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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What Constitutes a Highly Effective and Comprehensive Candidate Attraction Plan?

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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How to build your recruitment brand

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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Candidate Survey Results July 2022

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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What employees & employers want from flexible working

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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What’s a job for these days?

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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Are we returning to the office?

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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The Great Sickie and Other Job Market Trends

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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The Future of Work and Hiring in the Contact Centre & CX Industry

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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Customer Experience Industry Trends 2020

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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4 Tips for Successfully Recruiting your CX & Contact Centre Teams

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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4 Career moves for a Contact Center Agent

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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Tenacity CX Client Christmas Celebration

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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Nick's insights on contact centres continually evolving career paths

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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3 Guaranteed ways to stand out at your next CX job interview!

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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7 Proven ways to keep your top performers according to Robyn Kiely

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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Tenacity CX's tips to get your resume noticed!

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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