Justin Tippett - The CX Judge
- All
- AI
- Authentication
- Call centre agent tips
- Call centre basics
- Call centre careers
- Call centre champions
- Call centre facts and figures
- Call centre life
- Call centre management tips
- Call centre outsourcing articles
- Call centre sales tips
- Cloud
- Community awareness
- CX and Call centre awards
- CX Leadership
- Data & analytics
- Editors Pick
- Expired
- Explore other call centres
- For Agents
- For Managers
- Headsets & equipment
- How to improve CX
- Learning & Development
- Local CX and call centre industry news
- Offshore call centres
- Personalisation
- Podcast Episode
- Press Releases
- Staff engagement
- Technology Articles
- Thought Leadership
- Using technology for CX
- Workforce Optimisation
August 11, 2018
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
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
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, 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
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
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
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
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 23, 2018
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
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 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
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
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
Congratulations to the 2017 Auscontact Award National Winners who have received the highest honour in the Australian call centre industry.
October 22, 2017
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
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
Save time and digest all the key take aways from the Contact Centre Summit 2017 recently held in Melbourne in under 5 minutes!
September 13, 2017
We've collated all the key learnings from the 2017 Government Contact Centre Summit into one handy article so you can quickly digest how Government is changing the CX to cater for the customers expectations of today.
August 22, 2017
Does a call centre location really matter for customers or for businesses? There are a range of factors that need to be considered and as we are starting to see in Australia, some companies are using the call centre location as a point of difference.
August 8, 2017
Avaya makes two big announcements As we reported early this year Avaya filed for bankruptcy under Chapter 11 of the US Bankruptcy code. Fast forward to today and there has […]
August 6, 2017
There is typically one critical component missing from most sales call centre training programs that negatively impacts performance and engagement. We reveal what it is and why you need to include it.
August 3, 2017
Like most Australians, I get annoyed by telemarketing calls. But what can be done in Australia to stop telemarketing calls and what are the rules? We reveal the truth from inside the call centre industry.
August 2, 2017
We've got 3 more call centre games to boost performance and improve staff engagement in your contact centre and the best news, they don't cost much to implement!
July 11, 2017
Does it really matter what you wear in a call centre? Find out what happens when one employee decided it was time the rules were changed.