Articles by Justin Tippett

About Justin Tippett

Justin is one of the leading authorities on Contact Centres and Customer Experience in Australia and is the founder of CX Central and the recently launched Australian Customer Experience Professionals Association (ACXPA)

There's also a vicious rumour he's the person responsible for all the memes on the Call Centre Legends page now followed by over 20k people ;)

Alinta Energy call centre moves back to Australia

Alinta Energy call centre moving back to Australa

January 14, 2021 Justin Tippett

Alinta Energy has announced they are relocating their call centre from the Philippines to Victoria to improve service delivery.

Australian contact centre salaries

November 5, 2020 Last Updated: October 7, 2022
Justin Tippett

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

4 Customer Experience Stages companies need to adapt for survival post COVID

Customer Experience Stages that businesses need to adapt to for survival

August 12, 2020 Justin Tippett

This pandemic has changed our customer experience expectations for good, even if Covid-19 does eventually disappear. Companies must quickly adapt to these 4 new CX rules or die.

How to manage COVID in the contact centre

March 18, 2020 Last Updated: September 29, 2021
Justin Tippett

Whether your state is already in lockdown or you’re planning for it, we’ve got some expert tips on how to manage COVID in the contact centre.

Active listening skills for call centre agents

August 1, 2019 Last Updated: November 2, 2021
Justin Tippett

5 Tips on how to improve Active listening skills for call centres – one of the most important skills a call centre agent can have!

Call Centre Outsourcing in Australia

March 18, 2019 Last Updated: July 1, 2021
Justin Tippett

Everything you need to know about call centre outsourcing in Australia including prices, functions, cost models and more to help you choose the right BPO.

Empathy Statements for customer service

October 25, 2018 Last Updated: May 24, 2021
Justin Tippett

Use these Empathy Statements for customer service or call centre work that will help diffuse the situation and get the customer back on side.

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.

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.