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Jul 16, 2024 | 
itweb.co.za | James Guthrie
Contact centres have long been the vital link between businesses and their customers, yet they continue to grapple with outdated systems and inefficient processes. It's blindingly clear that automation and artificial intelligence (AI) hold the keys to a lot of transformation, innovation and growth. But the hype around AI (rightfully so) is pressuring contact centres to rush implementation of this latest tech in the hope it will solve their underlying issues.
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Jul 1, 2024 | 
onlinelibrary.wiley.com | Noel Fitzpatrick |James Guthrie |Michael Hamilton |Fitzpatrick Referrals Godalming
Objective To report the technique and the outcome for the repair of pelvic fractures in cats using external skeletal fixation (ESF). Study design Retrospective case series. Animals Client-owned cats (n = 125). Methods Medical records of cats with pelvic fractures, treated with an ESF between June 2001 and June 2009, were reviewed. Preoperative, immediate postoperative, and more than 4 weeks’ postoperative radiographs were compared.
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May 30, 2024 | 
itweb.co.za | James Guthrie
Contact centres are the lifeline between businesses and their customers. But how strong can that lifeline really be when the industry is plagued by outdated systems and inefficient processes. Customers aren’t getting a smooth ride, they are forced to take an obstacle course of irritations. Customer experiences have been suffering and it’s about time we seriously do something about it.
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May 23, 2024 | 
lifestyleandtech.co.za | James Guthrie
Running a small to medium enterprise (SME) is challenging. SMEs have fewer employees and they’re all wearing multiple hats while navigating a sea of admin and the growing need for exceptional customer service. Customers will leave if they’re unhappy, and customer churn is an expensive problem. According to Hubspot, it’s five times more expensive to acquire a new customer and customer-centric companies are 60% more profitable.
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Feb 17, 2024 | 
michaelwest.com.au | Duncan Graham |Farah Abdurahman |Adam Lucas |James Guthrie |Michael West
A new registry could make it mandatory for texts to disclose a sender ID in the latest crackdown on SMS scammers. With more than half of scams originating from text messages, the government is considering whether a registry should be mandatory for all entities that use a sender ID to contact Australian consumers. Sender IDs identify to a consumer who has sent the text message.
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Feb 17, 2024 | 
michaelwest.com.au | Duncan Graham |Farah Abdurahman |Adam Lucas |James Guthrie |Michael West
Regional Australians will overwhelmingly benefit from stage three tax cuts with more than eight in 10 bush residents better off under the federal government’s revamped plan, Labor modelling shows. Cuts will flow to 13.6 million taxpayers including 86 per cent of the workforce beyond the nation’s major centres, Anthony Albanese will tell Country Labor conference delegates at Nowra on the NSW south coast on Sunday.
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Feb 17, 2024 | 
michaelwest.com.au | Duncan Graham |Farah Abdurahman |Adam Lucas |James Guthrie |Michael West
A record $16.8 billion in agriculture, fisheries and forestry exports went to China in the last financial year as punitive trade barriers fell. The export increase in the 2022/23 financial year marked a 22 per cent increase in value from the previous year. Cotton, barley and roundwood subject to trade impediments were boosted in the year to October 2023 after the barriers came down.
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Feb 16, 2024 | 
michaelwest.com.au | Duncan Graham |Farah Abdurahman |Adam Lucas |James Guthrie |Michael West
Nickel producers will get a financial assistance program to save thousands of jobs and keep intact Western Australia’s vision of processing the world’s battery minerals. WA Premier Roger Cook announced on Saturday an 18-month rebate on royalty payments to help producers to ride out the slump in prices paid for the metal. “The nickel industry supported almost 10,000 jobs, and generated sales of more than $5 billion last financial year,” he said.
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Feb 16, 2024 | 
michaelwest.com.au | Duncan Graham |Farah Abdurahman |Adam Lucas |James Guthrie |Michael West
A war of words has broken out between Prime Minister Anthony Albanese and Opposition Leader Peter Dutton over Australia’s border security following the arrival of a boat carrying more than 20 men north of Broome. The group, reportedly from Pakistan and Bangladesh via Indonesia, were found near a remote Indigenous community near the former West Australian church mission of Beagle Bay on Friday morning.
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Feb 16, 2024 | 
michaelwest.com.au | Duncan Graham |Farah Abdurahman |Adam Lucas |James Guthrie |Michael West
Australian political leaders have labelled Alexei Navalny a “courageous force for democracy” and made clear who they hold responsible for the Russian opposition leader’s reported death. Prime Minister Anthony Albanese on Saturday shared his sadness after Russian authorities claimed Mr Navalny died at the “Polar Wolf” Arctic penal colony where he was serving a three-decade sentence.
