CX Central Articles - Page 53 of 71 - Expert tips, insight, ideas and data!

September 22, 2026

call centre coaching session ends in a hospital trip

Call centre coaching session puts worker in hospital

April 18, 2016 Last Updated: March 10, 2020
Justin

The ATO has lost a workers compensation case after a call centre coaching session puts worker in hospital but perhaps not all is as it seems?

Telstra's offshore call centre cultural alignment shocker

Telstra’s offshore call centre in cultural alignment shocker

April 18, 2016 Last Updated: March 14, 2020
Justin

Telstra have had another cultural alignment shocker by their offshore call centre leading to another customer service nightmare.

How Facebook Messenger is impacted call centres

How Facebook Messenger and chatbots are changing customer service

April 15, 2016 Last Updated: November 17, 2019
Justin Tippett

We explore how Facebook Messenger and chatbots are impacting call centres with more automation reducing the needs for a live call centre agent. With Facebook now launching their Chatbot service expect this to escalate rapidly.

How to build a staff rewards calendar

How to build a staff rewards calendar

April 14, 2016 Last Updated: January 11, 2020
Justin

Having a staff rewards calendar is a great way to energise your workplace with a series of planned fun and interactive events on a monthly calendar.

OPTUS call centre cuts jobs

Optus call centre cuts 200 jobs in Adelaide

April 13, 2016 Last Updated: March 14, 2020
Justin

In a further blow to the Australian call centre industry, the Optus call centre in Adelaide has announced plans to remove 200 jobs and move them to an offshore call centre.

Sydney telemarketing company Mondial admit to underpaying call centre staff

Sydney based telemarketer admits to underpaying call centre staff

April 13, 2016 Last Updated: March 14, 2020
Justin

Sydney based call centre telemarketer Mondial admit to underpaying call centre staff who were working on telemarketing for charity organisations.

10 tips to reducing call centre sick leave

Top ten tips for reducing call centre sick leave

April 11, 2016 Last Updated: July 28, 2021
Justin

With call centres recording one of the highest averages for sick leave, we’ve got ten top tips for reducing sick leave in your call centre.

18 great ideas to reward staff

18 ideas to reward staff at work without blowing the budget!

April 7, 2016 Last Updated: July 15, 2021
Staff Writers

Boost staff engagement, lower attrition and improve the customer experience with 18 ideas to reward staff without having to spend a fortune.

Poor customer experience in Australia

Poor customer experience in Australia costing $122B

April 6, 2016 Last Updated: February 14, 2020
Justin

Poor customer experience in Australia is costing businesses $122B according to new research by Accenture. More stats and four key tips to fix it.

Another blow for the Australian Call Centre industry

The knock out blow for the Australian call centre industry?

April 6, 2016 Last Updated: January 20, 2020
Justin

In what could be a knock out blow for the Australian call centre industry, the ACTU want to increase the minimum wage sending more jobs offshore.

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.
Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

How to manage a Team Leader’s time

June 16, 2021 Last Updated: July 28, 2021
Using Emotion and Logic in Sales

March 3, 2021 Last Updated: May 31, 2025
How to ask sales discovery questions

January 21, 2021

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