Articles by Justin Tippett

About Justin Tippett

I'm the founder of CX Group Australia and one of the leading authorities on Contact Centres and Customer Experience in Australia. I help businesses to deliver and optimise their customer experience to deliver measureable business outcomes and was named as one of the Top 25 CX Influencers for 2019.

I'm also the person responsible for the memes on the Call Centre Legends page😮

How to manage COVID19 in the contact centre

March 18, 2020 Last Updated: April 18, 2020
Justin Tippett 0

The pressures on contact centres has never been greater so I’ve pulled together some key tips on how to manage COVID19 in the contact centre.

Active listening skills for call centre agents

August 1, 2019 Last Updated: July 16, 2020
Justin Tippett 0

Active listening skills for call centres is one of the most important skills a call centre agent can have and we’ve got 5 tips to help them get it right.

Call Centre Outsourcing in Australia

March 18, 2019 Last Updated: July 12, 2020
Justin Tippett 0

Everything you need to know about call centre outsourcing in Australia including prices, functions, cost models and more to help you choose the right BPO.

Empathy Statements for customer service

October 25, 2018 Last Updated: September 3, 2020
Justin Tippett 0

Use these Empathy Statements for customer service or call centre work that will help diffuse the situation and get the customer back on side.

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: November 30, 2019
Justin Tippett 0

If you manage a call centre or have responsibility for one, these are the top 10 Call Centre Metrics and KPIs you should you be using.

Triple Zero Heroes

September 18, 2018 Last Updated: November 25, 2019
Justin Tippett 0

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.

4 team building ideas for contact centres

4 Team Building Ideas for Call Centres

August 11, 2018 Last Updated: December 31, 2019
Justin Tippett 0

We’ve got 4 easy to implement team building ideas for call centres that will boost engagement levels and give your productivity a boost as well.

5 Benefits of call centre technology for business

5 Key Benefits of Call Centre Technology

June 12, 2018 Last Updated: November 13, 2019
Justin Tippett 0

Discover the key benefits of call centre technology to help improve efficiency and the customer experience in your business without the sales pitch.

Vodafone axe call centre jobs in Hobart

May 7, 2018 Last Updated: March 15, 2020
Justin Tippett 0

Sad news today as Vodafone axe call centre jobs in Hobart as a result of declining call and complaint volumes requiring fewer call centre employees.

How to manage angry customers

May 3, 2018 Last Updated: September 3, 2020
Justin Tippett 0

If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.

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