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The Insider Edit – January to March 2022

31/03/2022
CX People
Snapshot
By
CX People

As we stepped into 2022 with experience from the long-drawn pandemic, it became clear to us what we needed to focus on – people.

Especially so in a people powered industry like ours, it comes to no surprise that any shifts due to the pandemic can change the way people think about careers and commitments, and also how businesses can potentially change for the community and its needs.

At the end of it all, a business without its people is like a ship without its crew – visionless.

Offering insights and opinion pieces within our expertise and understanding of the CX industry, we explored these 3 key areas:

 

Unfolding People’s Motivations

The Great Resignation in Australia

“Employers need to change the way they market themselves to their employees and potential employees in order to attract and retain the talent they need to thrive.”

Learn more: The Great Resignation in Australia

 

Mitigating Risk with a Smart-Shoring Strategy

When selecting a partner it is important to consider whether they have capability onshore and offshore to support your changing business needs – at TSA we call this smart shoring.

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Learn more: Mitigating Risk with a Smart-Shoring Strategy

 

Flexible Working Arrangements Cultivate a Culture That Cares

“It is about being deliberate. It’s thinking about how we can facilitate those casual engagements that happen spontaneously in office environments with our people who are now working virtually. We have to think about them very differently and make sure we are not losing that human connection which is so important to a business like ours.”

Learn more: Flexible Working Arrangements Cultivate a Culture That Cares

 

TSA Group Featured on The West Australian

“There’s a real comfort that comes from knowing the person on the other end of the phone genuinely understands what they’re experiencing, because that’s what they’re experiencing, too.”

Learn more: TSA Group Featured on The West Australian

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Celebration of Our People

Breaking Stereotypes of a Call Centre Job

Learn more: Breaking Stereotypes of a Call Centre Job

End of Year Party 2021 #Throwback

See snapshots of the party > End of Year Party 2021

 

TSA Ways Legend Awards Winners

Throughout the year, our people can nominate a legend within the team who embodies the TSA Ways to recognise the difference they make. It could be anyone from their co-workers, team members to leaders that inspire them.

Check out the winners > TSA Ways Legend Award Winners

 

TSA Group featured with Voyages Indigenous Tourism Australia in HM Magazine

“Not only does the appointment of TSA provide us with sophisticated customer experience technology and exemplary service but also most importantly, helps us to take a big step forward in delivering a critical goal of growing Indigenous employment” said Voyages Indigenous Tourism Australia CEO Matthew Cameron-Smith.

Read full article on HM (Hotel Management) Magazine

People at the Helm of Technology

SEEK STAR Awards Finalist: Digitising our Recruitment Process

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Moving From a Multichannel to an Omnichannel Customer Journey

We all know what it’s like having to explain the backstory to the 2nd, 3rd or even 4th customer service agent, just to solve a problem that we have as their customer.

It is probably the quickest way to lose a customer and the fastest way for your competitors to swoop in and offer a solution.

Learn more: Moving From a Multichannel to an Omnichannel Customer Journey

 

Small Wins with Technology

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How Contact Centres can Support the Healthcare Industry in Australia

“Implementing tech solutions and automation that reduces cost & improves efficiency is a big part of having great CX, but it doesn’t stop there. Having a strong team behind the scenes to provide back office support and alleviate pressures on more tedious tasks, such as secure data collection or processing payments, can create a more holistic solution and allow the business to focus on healthcare – where it belongs.”

Learn more: How Contact Centres Can Support the Healthcare Industry in Australia

 

 

TSA are Australia’s market leading specialists in CX consultancy and contact centre services. We are passionate about revolutionising the way brands connect with Australians. How? By combining our local expertise with the most sophisticated customer experience technology on earth, and delivering with an expert team of customer service consultants who know exactly how to help brands care for their customers.

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