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May 21, 2022
HomeAuthorsCharles Green

Articles by Charles Green

About Charles Green

Charles is an experienced leader and adviser in the banking and financial services sector with over 20 years’ experience in b2b media and business intelligence in retail banking, payments and commercial banking.


Charles is a regular speaker at thought leadership events in New York, London, Singapore, Hong Kong and Australia.

Website LinkedIn
Why you should ignore KPIs to improve your performance
Call Centre KPIs & Metrics

Why you should ignore KPIs to improve your performance

July 3, 2017 Last Updated: June 18, 2021
Charles Green

It may go against common belief but there is a really good reason why you should ignore KPIs to improve your performance.

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
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    It’s time to focus on CX in 2022
    December 22, 2021

THANKS TO OUR GOLD SPONSORS

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How to improve your CX

  • Can You Extract Consumer Insights With User-Generated Content?
    December 15, 2020 Last Updated: June 21, 2021
  • How the Superannuation Funds customer experience is becoming the service differentiator
    Why the Superannuation Funds CX is so important
    August 19, 2016 Last Updated: February 19, 2020
  • Poor customer experience in Australia
    Poor customer experience in Australia costing $122B
    April 6, 2016 Last Updated: February 14, 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

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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
  • 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

Understanding Erlang C for call centres
CX Central Podcast

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

The false economy of a customer retention strategy
CX Executive Tips

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

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

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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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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! 

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