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With pets being part of 69% of Australian households, it is no surprise that retailers are capturing a significant market share of pet-related gifts during this December peak holiday season. The self-wash business experiences a spike during the holiday season as people want their animals to look and smell good. The holiday season also attracts customers who do not normally shop at pet stores but are purchasing gifts for their animal-loving family members and friends. Post-season, retailers who catered to pets will likely see continued benefits. The Rush for Pet Care During Holidays The holiday season not only sees a…
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Recently, Woolworths, one of Australia’s largest retailers, found itself embroiled in significant labour disputes, particularly in its warehouse and distribution sectors, when workers, backed by union representatives, called attention to concerns about working conditions, compensation, and automation. These disputes unfolded in the context of broader trends in the labour movement, highlighting the increasingly complex relationship between businesses and unions. For Woolworths and other companies navigating union demands during peak periods such as December, the lessons learned from this episode provide critical insights into the challenges of balancing operational priorities with worker concerns. Here, we explore the lessons learned from the…
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Background At Catalysing Outcomes, we recognise that the contact centre industry is expanding rapidly, becoming a critical touchpoint for businesses communicating with customers, whether for inbound service requests or outbound sales efforts. Contact centres serve as the backbone of customer support, handling queries, technical support, and transactions, often in real time. However, with increasing demand for faster and more personalised service, traditional methods of managing contact centre operations are becoming less effective. The modern contact centre is evolving, thanks to the integration of real-time intelligence, dashboards, and alerts that enable quicker decision-making and on-the-fly adjustments, transforming how agents and supervisors…