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August 11, 2022
HomeAuthorsMike Downey

Articles by Mike Downey

About Mike Downey
Mike Downey is the ANZ Country Marketing Director at Jabra with a demonstrated history of working in the semiconductors industry for over a decade. Mike has developed his marketing skillset across the UK and Australia in sales, consumer electronics, people management, business development and commercial product.
Website LinkedIn
hybrid workplace challenges
Call Centre Management Tips

Challenges of the plug-and-play hybrid workplace

December 2, 2021 Mike Downey

Businesses need to empower, develop and protect contact centre agents. With hybrid workplaces here to stay, onboarding must include tech training!

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    Call Centre Hold Music and IVR Recordings

    October 5, 2021 Last Updated: October 6, 2021
    Justin Tippett interviews Alan McGirvan to understand the ins and outs of Call Centre Hold Music and IVR Recordings, and Voice Translations.

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LATEST ARTICLES

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How to improve your CX

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    How AI can reduce call waiting time
    October 26, 2021
  • How to Improve Your CX with Customer Journey Mapping
    Improve Your CX with Customer Journey Mapping
    September 22, 2021 Last Updated: November 15, 2021
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    Improving Customer Service with SEO
    July 1, 2021

How to Boost Employee Engagement

  • How to Design a Call Centre Reward and Recognition Program
    Call Centre Reward and Recognition Program
    February 21, 2021
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    Do Happy Employees Provide Better Customer Service?
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    How to identify your ideal customer
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TEAM LEADERS TIPS

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    November 2, 2021
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    Setting KPIs for Call Centre Team Leaders
    October 7, 2021
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    Coachable Call Structure
    September 18, 2021 Last Updated: November 12, 2021

Our most recent articles

  • Knosys secures Government Tender March 4, 2022
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POPULAR ARTICLES

Triple Zero Heroes who work in the call centre
Community Education

Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

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.

Tips on how to manage angry customers
Call Centre Agent Tips

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

the future of call centre outsourcers in Australia
Call Centre Outsourcing

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

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About CX Central

CX Central provides support and advocacy for Australian call centres, BPOs & CX practitioners. Whether it is to improve efficiency, increase customer satisfaction, improve staff engagement and so on we share free resources, expert articles and thought leadership to help progress and promote our industry.

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