Justin - Contributing Author on CX Central

Optus call centre cuts 200 jobs in Adelaide

April 13, 2016 Last Updated: March 14, 2020
Justin

In a further blow to the Australian call centre industry, the Optus call centre in Adelaide has announced plans to remove 200 jobs and move them to an offshore call centre.

Sydney telemarketing company Mondial admit to underpaying call centre staff

Sydney based telemarketer admits to underpaying call centre staff

April 13, 2016 Last Updated: March 14, 2020
Justin

Sydney based call centre telemarketer Mondial admit to underpaying call centre staff who were working on telemarketing for charity organisations.

10 tips to reducing call centre sick leave

Top ten tips for reducing call centre sick leave

April 11, 2016 Last Updated: July 28, 2021
Justin

With call centres recording one of the highest averages for sick leave, we’ve got ten top tips for reducing sick leave in your call centre.

Poor customer experience in Australia costing $122B

April 6, 2016 Last Updated: February 14, 2020
Justin

Poor customer experience in Australia is costing businesses $122B according to new research by Accenture. More stats and four key tips to fix it.

Another blow for the Australian Call Centre industry

The knock out blow for the Australian call centre industry?

April 6, 2016 Last Updated: January 20, 2020
Justin

In what could be a knock out blow for the Australian call centre industry, the ACTU want to increase the minimum wage sending more jobs offshore.

75 amazing Customer Experience statistics

Staggering eCommerce and Customer Experience statistics

April 5, 2016 Last Updated: January 11, 2020
Justin

75 eCommerce & Customer Experience statistics, facts and quotes that will blow your mind and shift your thinking into a rapidly changing world.

More Australian call centre jobs moving offshore

April 5, 2016 Last Updated: June 21, 2021
Justin

Adelaide based ISP provider Internode has announced plans to move some of their call centre jobs offshore to South Africa in a blow to the local community.

Digital Customer Care conference 2016 – Key Learnings

April 4, 2016 Last Updated: March 11, 2020
Justin

We share some key leanings from the Digital Customer Care conference, Contact Centre Experience Forum held in Sydney on March 30 and 31 2016.

Useful facts and figures about customer experience

March 29, 2016 Last Updated: December 27, 2019
Justin

A collation of useful facts and figures about customer experience that can be used in a business case or perhaps to settle a bet 🙂

Meet Neale, a true call centre legend saving lives

We meet a true call centre legend

March 23, 2016 Last Updated: January 2, 2020
Justin

We love introducing some of the champions that work in call centres across the community. This time we meet another call centre legend, Neale who works in the Canberra Lifeline call centre.

Articles by Justin