Articles by Justin

CX Executive Tips

Is centralising emergency service calls a good idea?

April 9, 2014 Last Updated: November 14, 2018
Justin

Is centralising emergency service calls a good idea? The Northern Territory town of Katherine says the NT Government is ‘letting people down’ as after hour calls to Police are being diverted to a Darwin contact centre, but the NT Government fires

CX Executive Tips

Benefits of a staff exchange program

March 11, 2014 Last Updated: November 14, 2018
Justin

Global vacation exchange company DAE is introducing a new kind of exchange – a staff exchange between its Australian and New Zealand offices throughout February and March. The program will see Australian and New Zealand customer service consultants spend up to two

News & Press Releases

300 Qantas call centre jobs at risk

February 28, 2014 Last Updated: November 21, 2019
Justin

More Qantas call centre jobs are at risk Tasmanian call centre workers are anxious to know whether their jobs are safe after Qantas confirmed this week that 5,000 jobs will go at the Australian Airline. There are 300 staff working

Using prisoners for call centre work
CX Executive Tips

Using Prisoners for call centre work

February 24, 2014 Last Updated: November 25, 2019
Justin

The government is using prisoners for call centre work and yet despite common concerns, not one incident has been reported in the nine years of operations.

How to gain more insight from your NPS Score
How to Improve the CX

Getting behind the NPS Score

February 12, 2014 Last Updated: July 23, 2021
Justin

The NPS score is a lot more than just a number and this article will provide you with some tips and sample questions to gain more insight into your CX.