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 ;)

How Facebook Messenger is impacted call centres

How Facebook Messenger and chatbots are changing customer service

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

We explore how Facebook Messenger and chatbots are impacting call centres with more automation reducing the needs for a live call centre agent. With Facebook now launching their Chatbot service expect this to escalate rapidly.

25 ideas to reward employees that won’t blow the budget

March 16, 2016 Last Updated: July 16, 2021
Justin Tippett

The best ideas to reward employees and recognise great performance don’t need to cost a fortune – here are 25 hot ideas you can use immediately.

Common call centre metrics (and how to improve them)

January 21, 2016 Last Updated: June 18, 2021
Justin Tippett

We reveal the top three common call centre metrics and provide some practical tips on how to use them to improve your CX and productivity.

Why Work Friends are so important in the call centre

July 28, 2015 Last Updated: March 16, 2020
Justin Tippett

Having work friends can make even the toughest call centre job that bit more bearable and these 5 reasons prove why having a work BFF is so important.

8 reasons why my Sportsbet customer service failed

February 17, 2015 Last Updated: December 27, 2019
Justin Tippett

Here are 8 reasons why my Sportsbet customer experience was a complete failure along with 8 tips all businesses could use to improve their CX.