Fiona Webster, National Manager - Outplacement & Career Coaching, Randstad
When an economy is experiencing a slight decline or downturn, restructures and redundancies will always gain greater attention. But restructuring can take place at any time in a business’ life cycle – due to loss in business, reduced profits, a directive from global head office, new management or the merging of two or more businesses.

Steve Mitchinson, Managing Partner Teamred and National ATA Chairperson
Research consistently shows that maintaining a positive culture is crucial to an organisation’s customer satisfaction ratings, as well as its productivity and profit performance.

Eloise Campbell, Director, Vivaz
The contact centre industry’s robustness and stamina is helping it weather the current economic storm, with more than one third of the sector recording a growth in headcount in the latest ACCS Quarterly Snapshot report.

supplied by Max Tennant, Snr Business Development Executive APAC, Convergys
Effective retention efforts can impact the bottom line, but keeping customers requires increased sophistication. For most companies, a focus on customer retention is worth the effort. On average across industries, a 1% increase in customer retention drives a 4% increase in profitability, according to Convergys research.