Ben Carmichael

August 2, 2021

An insight into human centered design stages including flaws and success measures.

The Human-Centred Design (HCD) Stages

May 5, 2021 Last Updated: May 6, 2021
Ben Carmichael

Learn more about Human-Centred Design including the 4 stages, potential problems and common success measures of HSD initiatives.

Customer Experience Measurement Framework

December 14, 2020 Last Updated: April 6, 2021
Ben Carmichael

Learn more about the Customer Experience Measurement Framework (CXM) used to measure customer feedback in businesses.

Why the B2B customer experience is so critical

July 6, 2017 Last Updated: February 27, 2020
Customer Experience: its just another term for Customer Service… isnt it?

February 9, 2015 Last Updated: September 19, 2020
Stop karate chopping your customers

January 30, 2017 Last Updated: December 25, 2019

Australian contact centre salaries

November 5, 2020 Last Updated: July 15, 2021

A list of the Australian Contact Centre Salaries as set out by the Government as well as local benchmarking data, definitions and more.

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

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!

Articles by Ben Carmichael

The Human-Centred Design (HCD) Stages

Customer Experience Measurement Framework

Call Centre Headsets

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