First, don't miss the upcoming webinars I'll be hosting this month - they will be brilliant:

1. Client expectations are changing - Part 1: The Cost of Business as Usual. Date: Thursday, May 10, 2012 Time: 10 am US Pacific / 11 am US Mountain / 1 pm US Eastern | Friday, May 11, 2012 Time: 3 am Sydney time. (don't let the time scare you ;)
2. Knowledge Management: The backbone of successful Social Media and Mobile App Service Delivery. Date: Tuesday 22nd May 2012. Time: 13.00 pm - 14.00 pm Aust EST.

In the next 2 weeks Fifth Quadrant will release the 2012 Australia & New Zealand Customer Service Industry Human Resource Management Report. This report is possibly my favourite of all the reports we write each year. Indeed I do love the technology side of customer service strategy, ops and management however it is really the organisational behaviour metrics that intrigue me.

A couple of cool stats below ...

Top HR challenges for the past 12 months:

1. Recruiting Quality Candidates 47%
2. Absenteeism 43%
3. Budget Constraints 36%
4. Agent Training and Development 26%

Most successful agent retention strategies:

1. Pay Above Market Rates 25%
2. Reward and Recognition Programmes 37%
3. Training and Education Programmes 19%

Level of sick leave for customer service workers:

• 10 days sick per annum
• 7% percentage of staff sick per day (median days sick leave for all industries across Australia = 7.5 days)

If you are interested in pre-ordering this report please drop an email to Jules at jtrajkovski@fifthquadrant.com.au

Oh yeah, I was invited to attend the Sydney Fashion Week event last week. Brilliant.

My greatest learning?

Swimwear models also have wobbly thighs.

Brilliant.