Articles by Justin Tippett

About Justin Tippett

I'm the founder of CX Group Australia - providing products and services to help businesses and individuals to deliver CX Excellence. But most people know me for being 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.

Empathy Statements to use in a call centre

October 25, 2018 Last Updated: February 11, 2019
Justin Tippett 0

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: February 7, 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: January 28, 2019
Justin Tippett 0

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
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.

Unity4 leveraging Behavioural Economics for call centre scripting

May 4, 2018 Last Updated: January 14, 2019
Justin Tippett Comments Off

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: February 11, 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 call centre in South Africa

Silver Top Taxis call centre opens in South Africa

April 28, 2018 Last Updated: January 14, 2019
Justin Tippett Comments Off

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?

The hidden dangers of call centre upselling

March 23, 2018 Last Updated: January 13, 2019
Justin Tippett 0

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
Justin Tippett 0

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
Justin Tippett 0

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
Justin Tippett 0

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
Justin Tippett 0

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
Justin Tippett 0

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.

How to STOP telemarketing calls to your home and mobile in Australia

How to stop telemarketing calls in Australia

August 3, 2017 Last Updated: January 25, 2019
Justin Tippett 1

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.

3 Games to boost call centre performance 2019

3 Call centre games to boost performance

August 2, 2017 Last Updated: January 19, 2019
Justin Tippett 0

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!

Does it really matter what you wear in a call centre?

July 11, 2017 Last Updated: December 20, 2018
Justin Tippett 0

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.

8 reasons why you need table tennis at work

June 27, 2017 Last Updated: December 21, 2018
Justin Tippett 0

Having a table tennis table in your workplace is a great way to boost staff engagement! Here’s 8 reasons to help convince the boss!

The fallout from the CallActive Liquidation continues

June 6, 2017 Last Updated: January 14, 2019
Justin Tippett 0

The fallout from the CallActive Liquidation continues as the NZ Liquidators seek ways to recover money owed to former call centre staff and other creditors.

Salmat parts way with CEO Craig Downer

June 1, 2017 Last Updated: January 14, 2019
Justin Tippett 0

Publicly listed company Salmat Limited (ASX:SLM) has announced with immediate effect the departure of their CEO Craig Downer.

The future of CX and six facts you must know

6 facts about the future of CX that you should know

June 1, 2017 Last Updated: February 7, 2019
Justin Tippett 0

After spending an evening with the world famous Don Peppers talking about the future of CX, there are 6 indisputable facts every CX manager should know.