Justin - Contributing Author on CX Central

Using Data Science to boost sales conversions in the call centre

How data science can improve your call centre sales conversions

March 22, 2016 Last Updated: October 5, 2021
Justin

You’ve heard of big data but find out why blending data science with call centres, especially in sales, will provide huge opportunities to increase sales conversions and improve service in your call centre.

Using a phonetic alphabet for customer service

Why you need to use a Phonetic Alphabet for customer service

March 17, 2016 Last Updated: November 24, 2019
Justin

Using a Phonetic Alphabet is a free and easy way to improve the professionalism, reduce costs and increase data accuracy in your contact centre.

How Cultural Alignment is so critical to a good customer experience

The importance of cultural alignment for a great customer experience

March 11, 2016 Last Updated: March 10, 2020
Justin

A request by Lifeline for additional resources reenforces the importance of cultural alignment in a new indigenous call centre to reduce suicide rates.

Contact centre technology company Aspect files for bankruptcy

Aspect files for bankruptcy with creditor plan

March 10, 2016 Last Updated: March 11, 2020
Justin

A major supplier of call centre software in Australia, Aspect files for bankruptcy in the United States that will make some Australian call centres nervous.

Cyara appoints new General Manager of Australia

Cyara appoints new General Manager of Aus/NZ

March 3, 2016 Last Updated: March 11, 2020
Justin

Global customer experience testing software provider Cyara has appointed a new General Manager of Australia to drive forward the ANZ business.

FMG expanding into the UK

March 2, 2016 Last Updated: November 10, 2019
Justin

UK and Australian expansion on the agenda for FMG Forrest Marketing Group (FMG) is bucking the trend of call centres closing down in Australia by not only expanding their business into Europe, but also making plans to grow their team

The end of call centres is close and threatening to wipe out millions of call centre jobs

The end of call centres is coming thanks to the latest technology

March 1, 2016 Last Updated: March 12, 2020
Justin

The call centre industry has transformed countries across the globe but increased sophistication with technology may soon put all those jobs at risk.

Research of using stand-up desks in call centres

Stand-up desks in call centres | Research Findings

February 25, 2016 Last Updated: November 20, 2019
Justin

With lots of call centres now using stand-up desks, there is new research that reveals whether it has any impact on worker health or productivity.

Is Aegis BPO no longer interested in Australia?

February 23, 2016 Last Updated: February 14, 2020
Justin

Despite a deal with the Victorian government in 2014 promising hundreds of call centre jobs, Aegis BPO no longer has plans to invest further in Australia.