CX Central is now the Australian Customer Experience Professionals Association (ACXPA). View website >

  • Linkedin
  • Facebook
  • YouTube
  • Twitter
  • Instagram
  • Website
CX Central
  • HOME
  • ABOUT
    • ABOUT CX CENTRAL
    • ABOUT THE INDUSTRY
    • CALL CENTRE CAREERS
    • OUR SPONSORS
    • GUEST AUTHORS
    • LEGAL
      • PRIVACY COLLECTION NOTICE
      • PRIVACY POLICY
      • WEBSITE TERMS OF USE
  • INDUSTRY RESOURCES
    • SUPPLIER DIRECTORY
      • CALL CENTRE OUTSOURCERS
        • AUSTRALIA
        • NEW ZEALAND
        • PHILIPPINES
        • SOUTH AFRICA
        • EGYPT
        • FIJI
        • GLOBAL SOLUTIONS
      • BACK OFFICE OUTSOURCING
        • AUSTRALIA
        • PHILIPPINES
        • INDIA
      • TECHNOLOGY
        • CONTACT CENTRE TECHNOLOGY
        • BUSINESS PHONE SYSTEMS
        • OFFICE PHONES & HEADSETS
        • KNOWLEDGE MANAGEMENT
        • CUSTOMER MANAGEMENT
        • REPORTING & ANALYTICS
        • WORKFORCE OPTIMISATION
      • CONSULTANTS
      • WORKPLACE TRAINING
      • INDUSTRY SERVICES
        • DATA/LIST SUPPLIERS
        • HOLD MUSIC AND MESSAGING
        • INDUSTRY ASSOCIATIONS
        • STANDARDS & CERTIFICATIONS
        • TRANSLATION SERVICES
        • UNIONS
      • RECRUITMENT SERVICES
      • VOICE OF CUSTOMER
      • **ADD YOUR BUSINESS**
    • EVENTS CALENDAR
      • VIEW CALENDAR
      • **ADD YOUR EVENT**
    • ERLANG CALCULATOR
    • TEMPLATES & GUIDES
    • GLOSSARY
    • PHONETIC ALPHABET
    • PODCAST
    • QUIZZES
    • TRIVIA GAMES
  • TRAINING
    • CUSTOMER SERVICE
    • CUSTOMER EXPERIENCE
    • DIFFICULT CUSTOMERS
    • CONTACT CENTRES
      • AGENTS/FRONTLINE
      • TEAM LEADERS
      • MANAGERS
    • WORKPLACE WELLNESS
  • ARTICLES
    • HOW TO
      • IMPROVE ENGAGEMENT
      • IMPROVE THE CX
      • IMPROVE PERFORMANCE
    • EXPERT TIPS
      • CALL CENTRE AGENTS
      • TEAM LEADERS
      • MANAGEMENT
      • EXECUTIVES
      • LEADERSHIP
      • HEALTH & WELLBEING
      • KPIS & METRICS
      • OFFSHORING
      • OUTSOURCING
      • SKILLS AND TRAINING
      • TECHNOLOGY
        • CORE TECHNOLOGY
        • ARTIFICIAL INTELLIGENCE
        • AUTHENTICATION
        • CALL CENTRE ANALYTICS
        • CX TECHNOLOGY
      • LATEST NEWS
        • TECHNOLOGY
        • INDUSTRY NEWS
        • OFFSHORING
        • OUTSOURCING
      • INDUSTRY INFORMATION
        • AWARDS
        • CAREERS
        • CONFERENCES
        • COMMUNITY AWARENESS
    • GLOSSARY
    • GUIDES
      • OUTSOURCING GUIDE
      • TECHNOLOGY GUIDE
    • HAVE A LAUGH!
  • CONTACT
    • CONTACT US
    • ADVERTISING
    • SUBMIT GUEST POST
    • SUBMIT EVENT
    • SUBMIT PRESS RELEASE
  • SUBSCRIBE TO ACXPA
July 27, 2026
HomeAuthorsShelley Flett

Articles by Shelley Flett

About Shelley Flett

Shelley Flett is an expert in leadership development and team performance.


With a background in Operations and Call Centre’s across banking and telecommunications, she believes the core components of good leadership involve investing in relationships, inspiring respect and influencing results.

Twitter LinkedIn
reasons why you should be friends with your staff
Call Centre Team Leader Tips

10 reasons why Managers should be friends with their staff

April 27, 2017 Last Updated: July 15, 2020
Shelley Flett

It has traditionally been seen as a no-go zone but we reveal 10 reasons why managers should be friends with their staff in and out of the workplace.

POPULAR ARTICLES

  • Tips on how to manage angry customers

    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.
  • Facts about working in the Australian Call Centre Industry

    15 things you didn’t know about working in the Australian call centre industry

    September 27, 2016 Last Updated: August 13, 2021
    Working in the Australian call centre industry often receives some bad press so here are 15 positive things about working in the industry.

OUR GOLD SPONSORS

TEAM LEADERS TIPS

  • How to ask sales discovery questions
    How to ask sales discovery questions
    January 21, 2021
  • Tips on using Emotion and Logic to increase sales
    Using Emotion and Logic in Sales
    March 3, 2021 Last Updated: May 31, 2025
  • 8 Common Mistakes Made By New Contact Centre Team Leaders
    8 Common Mistakes Made By New Contact Centre Team Leaders
    June 22, 2020 Last Updated: October 11, 2020

How to Boost Employee Engagement

  • team building ideas for your call centre
    6 Team Building Ideas for your Call Centre
    August 29, 2017 Last Updated: December 30, 2019
  • Using gamification in call centres
    How to improve performance with gamification in call centres
    August 19, 2015 Last Updated: December 16, 2023
  • how to keep remote employees engaged in your call centre
    7 tips on how to keep remote employees engaged
    September 16, 2015 Last Updated: December 16, 2023
Looking for the latest industry insights and expert tips? All new content is published on the ACXPA Website >
SUBSCRIBE TO ACXPA >

Connect to ACXPA

  • Linkedin
  • Facebook
  • YouTube
  • Twitter
  • Instagram
  • Website
NEW INDUSTRY ASSOCIATION in AUSTRALIA!

After 11 years, CX Central has now transitioned to the Australian Customer Experience Professionals Association (ACXPA).

ACXPA connects Australia’s contact centre, customer experience, digital service and customer service professions and has been founded, and is managed, by industry leaders to create better customer, business, career and industry outcomes. Learn more about ACXPA >

Copyright © 2024 | Phone: +61 3 9492 2871 | CX & Contact Centre Training Courses | Supplier Directory | Contact Centre Outsourcing Guide | Contact Centre Technology Guide