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 measurable 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😮

Australian contact centre salaries

November 5, 2020 Justin Tippett

A list of the Australian Contact Centre Salaries as set out by the Government as well as local benchmarking data, definitions and more.

How to manage COVID19 in the contact centre

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

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: November 15, 2020
Justin Tippett

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

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: November 15, 2020
Justin Tippett

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: October 2, 2020
Justin Tippett

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

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.