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Australia’s leadership lag – a call for urgent action
Australia’s leadership capabilities are facing a critical challenge, struggling to keep pace with evolving best practices and the demands of a future-ready workforce. This lag, according to Nicole Mathers, a …
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How to empower contact centre agents to drive performance
Agent engagement and performance are pivotal to the success of contemporary contact centres. As customer expectations escalate, demanding seamless and efficient service across diverse digital channels, agents find themselves at …
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Building meaningful connections: Moving beyond transactional relationships
In a world increasingly driven by efficiency and quantifiable outcomes, the subtle art of building meaningful connections often takes a backseat to transactional interactions. Yet, the human desire for genuine …
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Protecting your customers: The evolution of digital fraud prevention
For years, businesses have grappled with the challenge of balancing robust security measures with a seamless customer experience. The traditional belief that stronger security inevitably leads to greater friction in …
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AI revolutionises marketing and behavioural analytics, but education remains key
The landscape of marketing analytics has undergone a dramatic transformation in the past two to three years, driven primarily by the surge in artificial intelligence. What was once a complex, …
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AI powered Resolution Platform debuts at Zendesk Relate ’25
At its annual Relate conference in Las Vegas, Zendesk unveiled the Zendesk Resolution Platform, a unified solution that integrates the company’s diverse technology offerings. Building upon AI, this platform is …
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How Agentic AI is revolutionising contact centres
Today, customer experience (CX) is a crucial differentiator across industries, prompting businesses to continuously seek service improvements. AI technology is playing a pivotal role in transforming organisations across various sectors, …
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Why modernisation needs to become a cost-effective process for Australian and New Zealand banks
Is your organisation planning a large-scale transformation exercise in the upcoming financial year? Or perhaps you’re already in the midst of one and have some key milestones looming in FY2025? …
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Why Aussie businesses should ignore US backlash against DEI
Australian business leaders must prioritise diversity and resist the potentially damaging trend of mirroring the United States’ recent retreat from inclusivity – a move that could significantly undermine workplace innovation …