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May 21, 2022
HomeAuthorsTom Eggemeier

Articles by Tom Eggemeier

About Tom Eggemeier
Tom Eggemeier is the president at Genesy and he is responsible for the company’s customer-facing activities and key cross-functional initiatives.
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5 Tips to humanise your customer experience
How to Improve the CX

5 Tips to humanise your customer experience

November 12, 2014 Last Updated: October 30, 2020
Tom Eggemeier

We share 5 tips to humanise your customer experience that can be adopted by any organisation to deliver improved customer and employee satisfaction.

LATEST CX CENTRAL PODCAST

  • image of Justin Tippett and Alan McGirvan with the title Message on Hold and IVR Recordings for Contact Centres

    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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    Knosys secures Government Tender
    March 4, 2022
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    It’s time to focus on CX in 2022
    December 22, 2021

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How to improve your CX

  • No more excuses for the poor phone experiences
    No more excuses for the Poor Phone Channel Experiences
    February 5, 2019 Last Updated: February 14, 2020
  • A robot arm holding a red phone with the title Six ways AI can reduce call centre wait times
    How AI can reduce call waiting time
    October 26, 2021
  • Tips for creating an effective customer journey map
    Guide to Creating an Effective Customer Journey Map
    June 24, 2021 Last Updated: November 15, 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
  • Do happy employees provide better customer service?
    Do Happy Employees Provide Better Customer Service?
    February 3, 2021
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    How to identify your ideal customer
    January 4, 2021

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TEAM LEADERS TIPS

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    Team Leader Job Description
    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
  • It’s time to focus on CX in 2022 December 22, 2021
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POPULAR ARTICLES

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.

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.

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.

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About CX Central

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