Thanks for visiting CX Central. We’ll have an exciting announcement about our future soon!

  • Linkedin
  • Facebook
  • YouTube
  • Twitter
  • Instagram
CX Central
  • HOME
  • ABOUT
    • ABOUT CX CENTRAL
    • ABOUT THE INDUSTRY
    • CALL CENTRE CAREERS
    • OUR SPONSORS
    • OUR SOLUTIONS
      • CONSULTING SERVICES
      • TRAINING
      • BUSINESS DIRECTORY
      • ADVERTISING
      • SUBMIT AN ARTICLE
      • SUBMIT AN EVENT
      • SUBMIT A PRESS RELEASE
    • GUEST AUTHORS
    • SUBSCRIBE
    • LEGAL
      • PRIVACY COLLECTION NOTICE
      • PRIVACY POLICY
      • WEBSITE TERMS OF USE
  • INDUSTRY RESOURCES
    • BUSINESS 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
      • TRAINING PROVIDERS
      • HEALTH & WELLBEING
      • 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
      • SEARCH BY TYPE
        • TRAINING COURSES
        • CONFERENCES
        • WORKSHOPS
        • NETWORKING
        • SITE TOURS
        • FORUMS
        • SEMINARS
        • SPECIAL INTEREST GROUPS
        • MEETUPS
      • EVENT PARTNERSHIPS
    • ERLANG C CALCULATOR
    • FREE DOWNLOADS
    • GLOSSARY
    • INDUSTRY AWARD PROGRAMS
    • PHONETIC ALPHABET
    • PODCASTS
    • PRESS RELEASES
    • QUIZZES
    • RECENTLY UPDATED ARTICLES
    • SHOP
    • TRIVIA GAMES
  • TRAINING
    • CUSTOMER SERVICE
    • CONTACT CENTRES
      • AGENTS/FRONTLINE
      • TEAM LEADERS
      • MANAGERS
    • CUSTOMER EXPERIENCE
    • WORKPLACE WELLNESS
    • LIVE CHAT
    • NET PROMOTER SCORE (NPS)
  • ARTICLES
    • HOW TO
      • IMPROVE ENGAGEMENT
      • IMPROVE THE CX
      • IMPROVE PERFORMANCE
    • EXPERT TIPS FOR:
      • 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 RELATED
        • AWARDS
        • CAREERS
        • CONFERENCES
        • COMMUNITY AWARENESS
        • GUIDES
          • OUTSOURCING COST GUIDE
          • CALL CENTRE OUTSOURCING IN AUSTRALIA
          • OFFSHORE CALL CENTRES
        • LEARN ABOUT CALL CENTRES
      • WORKFORCE OPTIMISATION
    • HAVE A LAUGH!
    • GLOSSARY
  • SHOP
  • CONTACT
    • CONTACT US
    • ADVERTISING
    • SUBMIT ARTICLE
    • SUBMIT EVENT
    • SUBMIT NEWS
    • SUBMIT PRESS RELEASE
    • UPDATE AUTHOR BIO
May 21, 2022
HomeAuthorsPatrick T Freeman

Articles by Patrick T Freeman

About Patrick T Freeman
Patrick is a business professional with 16 years of strategic experience in workforce management, analysis, business metrics, finance, organisational design, change management and continuous improvement.
LinkedIn
workforce management myths in the contact centre
Workforce Optimisation

10 Call Centre Workforce Management myths

May 18, 2016 Last Updated: March 15, 2020
Patrick T Freeman

Learn more about these 10 workforce management myths and get your call centre performing more efficiently and improve staff engagement.

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.

OUR GOLD SPONSORS

LATEST ARTICLES

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

THANKS TO OUR GOLD SPONSORS

EPOS contact centre headsets
Twilio gold sponsor on CX Central
MaxContact logo

How to improve your CX

  • 5 Tips to humanise your customer experience
    5 Tips to humanise your customer experience
    November 12, 2014 Last Updated: October 30, 2020
  • How to succeed at CX in the subscription economy
    How to succeed at CX in the subscription economy
    September 15, 2021
  • The art of blending old fashioned customer service with technology
    Long live good old-fashioned customer service
    September 7, 2018 Last Updated: February 27, 2020

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
  • How and why contact centre agents need to know your ideal customer
    How to identify your ideal customer
    January 4, 2021

THANKS TO OUR SILVER SPONSORS

Panviva Silver Sponsor on CX Central
Knosys logo Silver Sponsor on CX Central

TEAM LEADERS TIPS

  • Free download of a call centre team leader job description
    Team Leader Job Description
    November 2, 2021
  • A picture of a call centre team leader coaching an agent the heading Setting KPIs for Call Centre Team Leaders
    Setting KPIs for Call Centre Team Leaders
    October 7, 2021
  • coachable call structure for sales and service in a call centre
    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
  • Contact Centre Reward and Recognition Principles December 13, 2021

POPULAR ARTICLES

The 15 best things about working in a call centre
Call Centre Career Tips

The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.

The future of CX and six facts you must know
CX Executive Tips

6 facts about the future of CX

June 1, 2017 Last Updated: June 21, 2021

After spending an evening with the world famous Don Peppers talking about the future of CX, there are 6 indisputable facts every CX manager should know.

Australian Contact Centre Wage
Call Centre Management Tips

Australian contact centre salaries

November 5, 2020 Last Updated: October 16, 2021

A list of the Australian Contact Centre Salaries as set out by the Government as well as local benchmarking data, definitions and more.

Thanks to our gold sponsors

livepro logo are 2019 gold sponsors of CX Central EPOS contact centre headsets Twilio gold sponsor on CX Central MaxContact logo
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.

Search the Industry Business Directory to find suppliers and vendors of call centre technology, consultants, outsourcers & BPO’s and lots more more.

CX Central is part of CX GROUP AUSTRALIA and our other websites include CX Skills, CX Consult and CX Connect.

ABN: 58 817 433 774

FREE RESOURCES

We have hundreds of expert articles and free tools like an Erlang C calculator, a comprehensive CX & call centre glossary, Phonetic Alphabet and a growing library of guides and podcasts to help you learn.

Popular categories include: How to improve employee engagement, tips for contact centre managers, tips for call centre Team Leaders, tips for frontline call centre agents, articles for CX executives,  how to improve the customer experience, how to improve call centre performance, KPIs & Metrics and whole lot more! 

Like to access all our premium content for free?
Subscribe to our monthly newsletter >

Visit our other websites:

CX Directory – Search over 400 industry suppliers of contact centre, BPO’s & outsourcers, consultants, technology providers and lots more.

CX Skills – public and private training solutions for call centres, customer service & customer experience with both in-person and online courses available.

CX Consult – our consulting services specialising in call centres and customer experience

CX Connect – Our free service that takes the hassle out of find quality service providers for technology, outsourcers, BPO’s, consultants and more.

Copyright © 2022 | CX Group Australia | Phone: +61 3 9492 2871