Key Findings Webinar: 29th October
Rupert Harvey • October 13, 2020

Join us as experts from across the industry discuss the results of The 2020/21 Contact Centre Best Practice Report, including how the industry is responding to COVID.
This years report takes a deep dive into topics that Contact Centre Leaders have told us are of importance over the next 12 months. These topics include:
- The role of Team Leader and how it differs between contact centres
- Modern ways of working
- Mental health in contact centres
- Absenteeism and attrition
- Employee engagement
- Technology for better performance
- Offshoring
- Customer Experience
- Agent bonus and commission structures
- Responses to COVID
Please note: A link to the webinar will be sent via email 24 hours before the presentation.
All webinar attendees will receive a hard copy of the 100 page report.
The presentation will also be given on October 8.To register for that session visit https://www.smaart.com.au/best-practice-report
or get in contact with james@smaart.com.au with any questions.
RECENT ARTICLES

By SMAART Recruitment
•
March 2, 2026
The Four-Day Work Week: People Want It — But Is It Ready? We recently ran a poll asking what people consider their ideal work week. The result? 30% said a four-day work week . That’s a significant number. Nearly one in three people would prefer working four days instead of five - and they’re not alone. Across Australia and globally, the idea of a shorter work week has moved from a fringe concept to a serious workplace conversation.  Why the Appeal? Supporters argue that a four-day work week (without a pay cut) can: Reduce burnout Improve mental health Increase productivity Help attract and retain talent Several trials, including programs coordinated by 4 Day Week Global, have reported improved employee wellbeing and stable (or even increased) productivity in participating organisations. The Current Debate in Australia In Australia, unions such as the Australian Council of Trade Unions have advocated for exploring shorter work weeks, arguing productivity gains over decades should translate into better work-life balance. At the same time, business groups and some councils have expressed caution. Concerns often focus on: Cost pressures Operational feasibility in certain industries Impact on small businesses Service delivery in public sector roles Some local government proposals have sparked public debate, showing that while the idea is popular with workers, implementation is far from simple. So What’s Next? The interest is clearly there. The poll reflects a broader shift in expectations, people are rethinking what “full-time” work should look like. The real question isn’t whether people want a four-day week. It’s whether organisations can redesign work in a way that makes it sustainable. And perhaps more importantly, whether productivity gains should translate into more output… or more time.

By SMAART Recruitment
•
January 23, 2026
Curious to know what jobs are on the rise in 2026? Let's have a look at which roles are growing! LinkedIn recently released their 2026 Jobs on the Rise List , and to no surprise, an AI role has taken the number one spot, ‘AI engineer’. Wondering what an AI engineer is? ‘ An AI Engineer builds, deploys, and maintains real-world applications using artificial intelligence and machine learning, bridging the gap between complex research and practical products by developing scalable, efficient AI systems like recommendation engines, virtual assistants, or self-driving features.’ Here are the Top 5 Jobs on the Rise 1. AI Engineer 2. Chief Risk Officer 3. Mechanical Engineer 4. Director of Artificial Intelligence 5. Organisational Development Manager This year’s list has shown a notable shift toward AI, tech, governance and strategic leadership roles – reflecting broader changes in the labour market. To see the full list, click here. Let’s compare with the 2025 list ... The 2025 jobs on the rise list were strong in human-facing roles, with tech and engineering roles present. 1. English teacher 2. Server 3. Travel specialist 4. Wine sommelier 5. Electrical design engineer 6. Cost controller 7. Fundraising manager 8. Health director 9. Quality coordinator 10. Aircraft maintenance engineer 11. Audio visual technician 12. Mechanic 13. HR/employee relations specialist 14. Development engineer 15. Pilot Final thoughts The contrast between 2025 and 2026 shows just how quickly workforce demands can change. As AI and strategic leadership take centre stage, now is the time to future-proof skills and stay ahead of emerging opportunities.



