Articles by Simon Blair

About Simon Blair

Simon Blair is a Customer Experience Coach for staff and managers at the frontline of customer contact operations and is the owner and founder of Five Degrees based in Melbourne, Australia.

Simon provides a range of training courses in Australia and across Asia Pacific - Search CX Skills to find his upcoming courses.

The importance of Frontline Managers in contact centres

The importance of frontline managers in delivering CX

December 2, 2016 Last Updated: January 4, 2020
Simon Blair

There is one role in the contact centre that has the single most influence on the customer experience. Find out who it is and why they are worth their weight in gold.

Why making assumptions is killing your customer service and sales results

Why assumptions are killing your sales and customer service

November 8, 2016 Last Updated: January 4, 2020
Simon Blair

One of the common problems we see in call centres is agents making assumptions about the customer’s needs and wants. Learn how to not fall into the trap with some tips to improve your game.

Be comfortably awkward for career success

October 14, 2016 Last Updated: January 1, 2020
Simon Blair

Fear is one of the biggest inhibitors of personal growth – get some tips on being comfortably awkward and stepping outside of your comfort zone for success.

Why you should stop looking at your computer screen

October 7, 2016 Last Updated: January 4, 2020
Simon Blair

It probably goes against all the advice you’ve ever received but there is a good reason why call centre agents should stop looking at your computer screen.

The three customer needs you must get right

September 29, 2016 Last Updated: March 10, 2020
Simon Blair

If you’re looking for ways for your CX to stand out from the crowd, understanding and executing these three customer needs is a mandatory requirement.