Justin - Contributing Author on CX Central

10 faces you make working in a call centre

August 25, 2016 Last Updated: November 30, 2019
Justin

If you’ve ever worked on the phones for any period of time then you’ll identify with the 10 faces you make working in a call centre.

How to improve First Call Resolution

August 22, 2016 Last Updated: July 12, 2020
Justin

Its one of the key drivers of customer satisfaction so we share some tips on how to improve first call resolution along with some help on how to measure FCR.

Medibank customer service overhaul

August 22, 2016 Last Updated: April 6, 2021
Justin

In welcome news for their long-suffering customers, the CEO has announced a Medibank customer service overhaul after years of poor service takes its toll.

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
Justin

For the Superannuation Funds, customer experience is becoming the key service differentiator in a crowded and competitive marketplace.

Civilian Call Takers

August 18, 2016 Last Updated: March 20, 2020
Justin

There is a looming dispute over ACT Emergency Services call centre with the ACT union claiming civilian call takers are risking lives with plans to replace firefighters with trained call centre professionals to handle emergency calls.

How to improve contact centre satisfaction surveys

How to improve your Contact Centre Satisfaction surveys

August 17, 2016 Last Updated: January 20, 2020
Justin

There are 5 things customers hate about contact centre satisfaction surveys and by avoiding them, you’ll get a much better survey completion rate.

Working at the 000 call centre

August 16, 2016 Last Updated: February 1, 2021
Justin

Ever wondered what its like working inside a 000 call centre? We get a sneak preview as part of a recent recruitment drive by QLD Ambulance Services.

A unique insight into the Philippines call centre industry

August 10, 2016 Last Updated: January 14, 2019
Justin

Over the past few years we’ve sadly reported multiple instances of Australian call centre jobs heading offshore, typically to the Philippines. Whilst its been a frustrating experience for most of us, a new video by SBS has revealed the other