Justin Tippett

October 25, 2018
Empathy statements you can use in a call centre

Empathy Statements to use in a call centre

If you need to get an angry or upset customer back on track these Empathy Statements are great to use in a call centre or customer service environment.
October 7, 2018
Inside the Triple Zero contact centre part 2

Triple Zero Contact Centre Part 2

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.
October 4, 2018
call centre metrics and kpis

What Call Centre Metrics and KPIs should you use?

If you manage or have responsibility for a call centre, what Call Centre Metrics and KPIs should be using? This guide provides a call centre managers insight into the 10 most popular metrics you should be using.
September 28, 2018
Sydney call centre outsourcer Peakbound closes

Sydney call centre outsourcer closes

Sad news with Sydney based call centre outsourcer Peakbound closing its doors suffering collateral damage as part of the Royal Commission into the Financial Services industry.
September 18, 2018
Triple Zero Heroes contact centre

Triple Zero Heroes

Every day, over 7,000 Victorians have to make a phone call to the Triple Zero contact centre and in this article, we get to meet some of the people who answer the calls - real-life Triple Zero Heroes!
September 15, 2018
CX Hustle Podcast S1E4 Part 1 Triple Zero contact centre

Triple Zero Contact Centre Part 1

ESTA is the contact centre that handles the Triple Zero emergency calls in Victoria and in this podcast, we get an amazing insight into their call centre operations and people management.
August 22, 2018
CX Hustle Podcast S1E3 What are Net Promoter Scores

What are Net Promoter Scores?

If you've heard the term NPS but not quite sure what it means then this episode is just for you! You'll be armed with all the basics behind the Net Promoter Score along with some of the common pitfalls businesses are making, especially in a contact centre environment. 
August 11, 2018
4 TEAM BUILDING IDEAS for call centres

4 Team Building Ideas for Call Centres

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.
June 12, 2018
Benefits of call centre phone systems

Benefits of call centre phone systems

If your business is starting to make or take more phone calls you might want to consider call centre phone systems that will improve your CX and productivity.
May 7, 2018
Vodafone axe call centre jobs in Hobart

Vodafone axe Hobart call centre jobs

Sad news today as Vodafone axe Hobart call centre jobs as a result of declining call and complaint volumes. After investing over $200 million in their Hobart call centre and employing over 850 people at this peak, today the Telco giant announced up to 100 voluntary redundancies in the Hobart call centre.
May 4, 2018
UNITY4 leveraging behavioural economics

Unity4 leveraging Behavioural Economics for call centre scripting

Unity4, one of the world’s largest remote agent call centres has been optimising its call scripting using the latest learnings from behavioural science.
May 3, 2018
How to manage angry customers

How to manage angry customers

When you work in a call centre or customer service the chances are you will have to manage angry customers on occasions. Thankfully we've got some proven methods that work over the phone or in person that you can follow along with some expert tips that will put you back in control and improve customer satisfaction.
May 1, 2018
ASTIA upgrade to larger premises to accomodate growth

ASTIA upgrade to new and improved office

Less than a year after the official launch, ASTIA Customer Engagement Centre in Sydney has upgraded to a new and improved office space to accomodate additional clients and allow for further growth.
April 28, 2018
Silver Top Taxis open call centre in South Africa

Silver Top Taxis call centre opens in South Africa

A Silver Top Taxis call centre is opening in South Africa at the expense of local call centre jobs in Australia. With the Taxi industry under siege by ride sharing apps, moving some call centre functions offshore will save costs in the short term, but will this strategy hurt in the long term?
April 5, 2018
5 Things all contact centre workers can relate to

5 Things all contact centre workers can relate to

It doesn't matter what country or what industry your call centre is in there are 5 things all contact centre workers can relate to.
March 26, 2018

Salmat contact centre business sold

The Salmat contact centre business has been sold with the Probe Group to acquire the call centre business from 30 April 2018. Combined, the call centre outsourcer will now have over 3,500 staff across Australia, New Zealand and the Philippines.
March 23, 2018
Hidden dangers of call centre upselling

The hidden dangers of call centre upselling

Call centre upselling can be an addiction for some businesses. After all, they've got a customer on the phone so why not try an extract as much revenue as possible from them? But is it coming at a cost to both staff members and customer retention?
March 10, 2018
Chatbots are on the rise in Australia

Chatbots on the increase in Australia

The latest research by Fifth Quadrant has revealed a significant increase in the number of Australian businesses looking to implement chatbots and other self-service technology throughout 2018.
March 8, 2018
Call Journey announce Genesys partnership

Call Journey announce Genesys partnership

Call Journey announce Genesys partnership Australian grown Call Journey and Genesys partner up to transform customer experience with conversation analytics.   9 Feb 2018 A new partnership between Call Journey and Genesys is set to revolutionise […]
February 23, 2018
Is AI really going to impact call centres

Is AI really going to impact call centres?

Gartner predicts that 85% of all customer interactions will be handled by AI by 2020 so we take a look at the use of AI in Australian call centres today and hear from local leaders on what to expect in the near future, along with some tips on how to get started.
October 26, 2017

The real risk to the Philippines contact centre industry

Over 40,000 Philippines call centre jobs will be lost to technology in the next 5 years however there is a much large issue emerging that could decimate the industry.
October 26, 2017

2017 Auscontact Award National Winners

Congratulations to the 2017 Auscontact Award National Winners who have received the highest honour in the Australian call centre industry.
October 22, 2017

Workplace ideas for Halloween

Inject a bit of fun and spookiness into your workplace with these great workplace ideas for Halloween that will inspire your inner ghoul! Our article includes some photos and ideas for inspiration.
October 3, 2017
Investment in analytics

Investment in analytics and AI on the rise in Australian contact centres

New research from Bluewolf has revealed Investment in analytics and AI on the rise in Australian contact centres as they focus on improving the CX to improve customer loyalty and profitability.
September 27, 2017

Key Takeaways from the Contact Centre Summit 2017

Save time and digest all the key take aways from the Contact Centre Summit 2017 recently held in Melbourne in under 5 minutes!