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 ;)


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The Australian Census Hotline disaster with the call centre in meltdown
How to Improve the CX

The Census Hotline Disaster

August 5, 2016 Last Updated: November 25, 2019
Justin Tippett

Another census, another census hotline disaster! With digital channels emerging this one was supposed to be easy but of course nothing went to plan…

Average Handling Time Metric in the call centre
CX Executive Tips

Is it time to kill the Average Handle Time Metric?

July 27, 2016 Last Updated: March 10, 2020
Justin Tippett

Why it’s time to ditch the Average Handling Time Metric Mounting evidence suggests it’s time to let go of your Average Handle Time metric. We have all heard the business mantra “you can’t manage what you don’t measure,” and while