Articles by Justin

Melbourne call centre outsourcer Teleperformance to close
Call Centre Outsourcing

Melbourne Teleperformance to close

April 30, 2019 Last Updated: March 13, 2020
Justin

155 Jobs are set to go with Melbourne-based Teleperformance announcing the closure of their Burwood call centre and an exit from Australia.

Australians intolerant to poor customer service
News & Press Releases

Australians Intolerant to Poor Customer Service

February 28, 2019 Last Updated: December 1, 2019
Justin

RingCentral research shows Australia is the least tolerant country to poor customer service with six brands dropped a year as a result of a bad experience.

Infected computer phone scam in Australia
Community Education

Infected Computer Scam in Australia

November 25, 2018 Last Updated: November 25, 2019
Justin

In 2018 alone over $4.4 million has been lost to the Infected computer scam in Australia. We confirm what it is and how you can avoid it.

Customer Journey Mapping podcast with Shane Goldberg
CX Central Podcast

Customer Journey Mapping

November 2, 2018 Last Updated: March 16, 2020
Justin

In this Podcast we interview Shane Goldberg to unravel the myths about Customer Journey Mapping and how they can be used to transform your business. We answer the questions on how Customer Journey Maps work, common traps, the special tools you require and more!

All the 2018 Auscontact Award winners
CX and Call Centre Awards

2018 Auscontact Award Winners

October 23, 2018 Last Updated: November 17, 2019
Justin

The Auscontact Association has announced the 2018 winners of its annual Auscontact Association Excellence Awards for contact centre excellence in Australia.

Inside the Triple Zero contact centre part 2
CX Central Podcast

Triple Zero Contact Centre Part 2

October 7, 2018 Last Updated: March 16, 2020
Justin

We continue our fascinating insight into the ESTA (Triple Zero) call centre and how they manage the call centre and their staff in a high-stakes workplace.

Sydney call centre outsourcer Peakbound closes
News & Press Releases

Sydney call centre outsourcer closes

September 28, 2018 Last Updated: July 12, 2020
Justin

Sydney based call centre outsourcer Peakbound closes its doors after suffering collateral damage as part of the Financial Services Royal Commission.

Understanding Erlang C for call centres
CX Central Podcast

Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023
Justin

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!