Articles by Justin Tippett

About Justin Tippett

I'm the founder of CX Group Australia - helping businesses and customer experience professionals to source, deliver and optimise customer experience solutions to drive business outcomes and I'm available for consulting and training services.

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

When I'm not working, I enjoy pretending that 40 something isn't that old and it's still not too late for a professional sporting career.

call centre manager skills CX Hustle podcast

What call centre manager level are you?

September 29, 2019 Last Updated: September 30, 2019
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In their latest podcast, Justin Tippett and Daniel Ord examine the different skill levels of the call centre manager along with the most important skill you need in call centre management today.

Podcast: Play in new window | Download (Duration: 20:34 — 28.2MB)

Adobe integrates Delacon for call analytics

August 22, 2019 Justin Tippett 0

Call analytics company Delacon has become the only call tracking company in Australia to be fully integrated with Adobe Analytics and Adobe AdCloud.

CallDesign named premier Aspect Channel Partner in Australia

August 21, 2019 Last Updated: August 22, 2019
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Call Design, an international workforce management solutions company has been given the exclusive sole rights for Aspect Software in Australia.

2019 Auscontact Association Award Winners

August 18, 2019 Last Updated: October 19, 2019
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We reveal the 2019 Auscontact Association Award Winners for the best call centre individuals and organisations in Australia.

What is a Knowledge Management Tool?

August 8, 2019 Last Updated: August 13, 2019
Justin Tippett 0

this podcast (and associated article) we explore the value of Knowledge Management Tools for call centres and how they can transform your business.

Podcast: Play in new window | Download (Duration: 29:03 — 39.9MB)

Active listening skills for call centres

August 1, 2019 Last Updated: August 19, 2019
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: June 29, 2019
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If you are considering call centre outsourcing in Australia we’ll tell you everything you need to know without all the vendor’s sales pitches!

Empathy Statements to use in a call centre

October 25, 2018 Last Updated: February 11, 2019
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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.

What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: March 17, 2019
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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: January 28, 2019
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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!

4 team building ideas for contact centres

4 Team Building Ideas for Call Centres

August 11, 2018 Last Updated: February 1, 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: January 18, 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: January 26, 2019
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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.

Unity4 leveraging Behavioural Economics for call centre scripting

May 4, 2018 Last Updated: January 14, 2019
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Unity4, one of the world’s largest remote agent call centres has been optimising its call scripting using the latest learnings from behavioural science.

How to manage angry customers

May 3, 2018 Last Updated: August 1, 2019
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.

ASTIA upgrade to larger premises to accomodate growth

ASTIA upgrade to new and improved office

May 1, 2018 Last Updated: January 14, 2019
Justin Tippett Comments Off

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.

Silver Top Taxis open South Africa call centre

April 28, 2018 Last Updated: March 12, 2019
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Silver Top Taxis have opened a South Africa call centre in a bid to lower the operating costs of their Australian operations but at what cost to their customers?

The hidden dangers of call centre upselling

March 23, 2018 Last Updated: January 13, 2019
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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?

Using artificial intelligence in call centres

The impact of Artificial Intelligence in Call Centres

February 23, 2018 Last Updated: January 16, 2019
Justin Tippett 0

The use of Artificial Intelligence in Call Centres continues to gather pace promising an improved customer experience and lower costs but is it too good to be true?

Is the Philippines contact centre industry on the decline?

October 26, 2017 Last Updated: January 18, 2019
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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.

2017 Auscontact Award Winners

October 26, 2017 Last Updated: January 5, 2019
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Congratulations to the 2017 Auscontact Award National Winners who have received the highest honour in the Australian call centre industry.

Workplace ideas for Halloween

October 22, 2017 Last Updated: December 21, 2018
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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.

Contact Centre Summit 2017 – Key Learnings

September 27, 2017 Last Updated: January 25, 2019
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Save time and digest all the key take aways from the Contact Centre Summit 2017 recently held in Melbourne in under 5 minutes!

2017 Government Contact Centre Summit – Key Learnings

September 13, 2017 Last Updated: January 25, 2019
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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.

Do Customers Really Care About the Call Centre Location?

August 22, 2017 Last Updated: January 26, 2019
Justin Tippett 0

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

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