Category: Service

1. High Attrition and Burnout Are Still Widespread Contact centre attrition in Australia remains high, particularly in centres with over 500 seats, where turnover rates exceed 40%. Agents cite stress, lack of flexibility, unclear career paths, and limited recognition as the top reasons for leaving. 🔍 How Training Helps:Our Leadership Coaching programme targets the root… Continue reading The Top Contact Centre Challenges in 2025 — And How Training Solves Them

OVERVIEW Southern Company is a globally recognised energy provider, operating more than 42,000 megawatts of electric generating capacity across international markets. As the largest electricity generator in the United States and one of the world’s leading independent power producers, Southern Company’s subsidiaries and affiliated businesses supply energy to millions of residential and commercial customers worldwide,… Continue reading How Southern Company Built a ‘Customer for Life’ Culture Through Integrity Service® Training

The ChallengeLike many retailers, this large national chain was facing challenges with high staff turnover and declining employee engagement—issues that directly impacted customer experience and overall sales performance. Despite their efforts to build a values-based culture, many frontline employees struggled to connect with customers in a meaningful way, and leaders were not fully equipped to… Continue reading Case Study: Price Chopper Service Transformation