Resilient teams lay the foundation for resilient businesses. When employees are empowered to adapt and thrive, they help the brands we work with not only navigate challenges but also seize opportunities to deliver exceptional customer experiences.
Whether it’s our teams showing courage during crisis and our constant curiosity driving continuous improvement strategies, we are prepared to meet the demands of today and tackle the challenges of tomorrow.
In the toughest of times, we are stronger together.
The real strength shows when the storm hits.
Hear from our team about what it was like during the Typhoon in the Philippines and the efforts it took to ensure everyone’s safety. From consistent check-ins to delivering computers through flooded areas, it was remarkable to see our people rise to the challenge.
Adapting to the evolving needs and expectations of new generations
“If I think about 10 years ago, a lot of people had this view that digital was the future,” Mr David Machar, TSA’s Group Operations Manager, says. “Many expected that voice was going to die out as a channel and that shift was going to be quick. What we’ve found in the industry, however, is that that couldn’t be more untrue.”
By understanding generational preferences, offering multiple communication channels, personalising interactions, and continuously refining strategies based on data-driven insights, contact centres can effectively bridge the generational gap and meet the diverse expectations of their customer base.
Read more: Adapting to the evolving needs and expectations of new generations
One Workplace, Endless Careers with Claire Ross
Watch the video 👇 as Claire Ross, Group Manager of Operations at TSA Group, shares how a career in a contact centre can help develop new skills, unlock opportunities and open doors through to other industries or up into leadership roles.
From data to insights: Making informed decisions for better CX
The key is understanding how to translate this raw data into actionable insights that will benefit customer experience.
As Alex Pitt, Business Intelligence and Data Analyst at TSA Group, says, “We’re trying to move away from ‘death by spreadsheets’. Highlighting the things that matter and trying to tell a real story with the data that allows the end users to focus on their core capabilities. In our case, that’s running the contact centres and making sure operations are performing well and providing customers with the best possible experience”.
Ready to turn your data into a continuous loop of CX improvement? Learn how: From data to insights: Making informed decisions for better CX
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.