Category: Blog

  • Navigating Union Demands in the Retail Sector

    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…

  • Leveraging Real-Time Intelligence in Modern Contact Centres: Driving Immediate Improvements in Customer Experience

    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…

  • Something Lost, Something Gained: The Consumer Perspective on Public Holiday Surcharges

    In recent times, it’s become increasingly evident that many consumers are not as bothered by the surcharges imposed by restaurants and cafes during public holidays and weekends as some business owners might expect. In fact, many customers understand the rationale behind the surcharge, recognising it as a necessary adjustment to cover the additional costs of…