CX Central Articles - Page 19 of 71 - Expert tips, insight, ideas and data!

Triple Zero Contact Centre Part 2

October 7, 2018 Last Updated: March 16, 2020
Justin

We continue our fascinating insight into the ESTA (Triple Zero) call centre and how they manage the call centre and their staff in a high-stakes workplace.

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021
Justin Tippett

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

Sydney call centre outsourcer Peakbound closes

Sydney call centre outsourcer closes

September 28, 2018 Last Updated: July 12, 2020
Justin

Sydney based call centre outsourcer Peakbound closes its doors after suffering collateral damage as part of the Financial Services Royal Commission.

Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023
Justin

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

LifeFlight Foundation Pulse BPO opens in Australia

New BPO LifeFlight Foundation promises to save money and lives

September 20, 2018 Last Updated: March 14, 2020
Justin

The LifeFlight Foundation have launched their Pulse BPO business to help raise funds to keep the iconic RACQ Lifeflight Rescue helicopters flying.

iSelect bring call centre jobs back to Australia

September 19, 2018 Last Updated: August 30, 2020
Justin

iSelect has announced it is bringing contact centre jobs back from South Africa with 90 jobs returning to Victoria thanks to some government funding.

Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021
Justin Tippett

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.

CX Hustle Podcast S1E4 Part 1 Triple Zero contact centre

Triple Zero Contact Centre Part 1

September 15, 2018 Last Updated: March 16, 2020
Justin

ESTA is the contact centre that handles the Triple Zero emergency calls in Victoria and in this podcast, we get an amazing insight into their call centre operations and people management.

How to prevent neck and back pain working in a call centre

How to prevent neck and back pain at work

September 10, 2018 Last Updated: December 31, 2019
Liz Kirk (PhD)

Staring at a screen all day at your call centre desk isn’t great for our bodies but thankfully these four exercises will help prevent neck and back pain.