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 ;)


Website Facebook Instagram Twitter LinkedIn
Centrelink call centre
Call Centre KPIs & Metrics

The Centrelink call centre

March 8, 2017 Last Updated: December 16, 2023
Justin Tippett

The Centrelink call centre certainly has its fair share of critics with horrendous wait times (if you can get through) but are things about to change in 2020?

Why are Australian call centres moving offshore
Community Education

Why are Australian call centres moving offshore

December 7, 2016 Last Updated: June 21, 2021
Justin Tippett

Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?

More Australian call centre jobs heading offshore with IAG announces changes
Offshore Call Centres

More Australian call centre jobs heading offshore

November 22, 2016 Last Updated: November 30, 2019
Justin Tippett

More Australian call centre jobs heading offshore with IAG brands such as NRMA, RACV, SGIO and CGU announcing their intent to move call centres overseas to deliver more profit for their shareholders at the expense of local jobs and a lower quality customer experience.

All the 2016 Auscontact Award winners
CX and Call Centre Awards

2016 Auscontact Award winners

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

After a comprehensive judging process, the 2016 Auscontact National Award winners have been announced for individuals and businesses.

A guide to call centre work from home models
Call Centre Health & Wellbeing

Call Centre Work From Home Guide

October 11, 2016 Last Updated: December 16, 2023
Justin Tippett

Implementing a call centre work from home workforce can provide plenty of benefits but you need to consider these six things before you get started.

funny call centre work GIFS
Have a Laugh :)

Funny Call Centre Work GIFS

September 28, 2016 Last Updated: November 30, 2019
Justin Tippett

If you’ve ever worked in a call centre then you will be able to relate to our funny call centre work GIFS that sum up every day call centre life.

Guide to Knowledge Management Systems for call centres and customer service
Skills & Training

Guide to Knowledge Management Systems

September 28, 2016 Last Updated: July 23, 2021
Justin Tippett

The complete guide to Knowledge Management Systems will help explain the benefits of a KMS to improve your call centre efficiency, the customer experience and staff satisfaction! We cover all the common questions and answers about one of the most critical components in a modern call centre.