Matthew Carracher | Guest Author on CX Central

July 3, 2026

February 21, 2017 Last Updated: November 17, 2019
Matthew Carracher

It may have taken a while, but there are signs of an evolution of Australian Government Call Centres to improve the customer experience.

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.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

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!