Articles by Justin Tippett

About Justin Tippett

Justin is one of the leading authorities on Contact Centres and Customer Experience in Australia and is the founder of CX Central and the recently launched Australian Customer Experience Professionals Association (ACXPA)

There's also a vicious rumour he's the person responsible for all the memes on the Call Centre Legends page now followed by over 20k people ;)

Vodafone axe call centre jobs in Hobart

May 7, 2018 Last Updated: March 15, 2020
Justin Tippett

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.

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021
Justin Tippett

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.

Silver Top Taxis open South Africa call centre

April 28, 2018 Last Updated: August 30, 2020
Justin Tippett

Silver Top Taxis have opened a South Africa call centre 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: November 25, 2019
Justin Tippett

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?

Chatbots on the increase in Australia

March 10, 2018 Last Updated: January 22, 2020
Justin Tippett

Research conducted a couple of years ago suggested that Chatbots are on the increase in Australia but the latest data perhaps suggests a different story.

Using artificial intelligence in call centres

The impact of Artificial Intelligence in Call Centres

February 23, 2018 Last Updated: January 13, 2021
Justin Tippett

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: October 20, 2021
Justin Tippett

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: November 16, 2019
Justin Tippett

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: October 11, 2023
Justin Tippett

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.