Justin - Contributing Author on CX Central

Is Service NSW a $1b failure?

February 22, 2016 Last Updated: March 10, 2020
Justin

It has been hailed as a customer service revolution, but is Service NSW starting to show a few cracks? A new report suggests things aren’t all as they seem.

Is it OK to use memes in customer service

Is using using memes in customer service appropriate?

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

Telstra got into a bit of hot water after one of their staff used a meme in a customer service response so we ask the question, is using memes in customer service OK?

Matching customers to call centre agents

February 11, 2016 Last Updated: February 27, 2020
Justin

New software is matching customer profiles to agent personalities to increase the CX and sales conversions. Creepy? Maybe. Effective? Absolutely.

The impact of digital first customers on the call centre

How the Digital First customer is changing the contact centre

February 10, 2016 Last Updated: December 25, 2019
Justin

The digital-first customer is looking for solutions before they ring a call centre – these stats confirm how it’s changing the way call centres operate.

How to get revenge at telemarketers

February 4, 2016 Last Updated: November 25, 2019
Justin

If you’ve ever wondered how to get revenge at telemarketers this story about how one USA man decided to push back is genius. Or crazy.

solar companies wanted for illegal telemarketing

Solar companies warned for illegal telemarketing

February 3, 2016 Last Updated: December 26, 2019
Justin

Solar companies warned for illegal telemarketing as the Australian Communications and Media Authority (ACMA) cracks down on the solar industry.

Is there a new alternative to Voice Biometrics?

February 2, 2016 Last Updated: November 15, 2019
Justin

St.George Bank has just introduced a new alternative to Voice Biometrics technology that enables authentication via a mobile phone.

The top five Customer Experience trends for 2016

January 29, 2016 Last Updated: January 20, 2020
Justin

Interactive Intelligence release their customer experience trends for 2016 and explore the tech that’s going to revolutionise customer engagement.

ATO implements Nuance voice biometrics

January 27, 2016 Last Updated: November 17, 2019
Justin

The ATO implements Nuance voice biometrics becoming the first organisation to implement a multi-channel voice biometrics solution in Australia enabling customers to use voice biometrics across the online suite of products (instead of just over the phone).