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 ;)

A guide to call centre dress code policy

A guide to a call centre dress code policy

September 6, 2016 Last Updated: December 1, 2019
Justin Tippett

Get some tips on how to implement a dress code policy in your call centre to avoid any awkward conversations or disciplinary actions.

Government incentives for local call centres fail to deliver new jobs

Are Government incentives for local call centres a waste of money?

August 11, 2016 Last Updated: August 30, 2020
Justin Tippett

Government incentives for local call centres have continually failed to deliver any new jobs so is it time to ditch it or try something different?

The Australian Census Hotline disaster with the call centre in meltdown

The Census Hotline Disaster

August 5, 2016 Last Updated: November 25, 2019
Justin Tippett

Another census, another census hotline disaster! With digital channels emerging this one was supposed to be easy but of course nothing went to plan…

7 Things only call centre agents will understand

7 things only real call centre agents will understand

August 2, 2016 Last Updated: July 21, 2021
Justin Tippett

Ah, the special world of call centres where technology, personalities and customers collide. We share 7 things only a call centre worker will understand.

Child abuse hotline failure

July 29, 2016 Last Updated: November 20, 2019
Justin Tippett

SA Government Ministers horrific excuse about call centre performance and why we shouldn’t worry about abandoned calls to the child abuse hotline.

Average Handling Time Metric in the call centre

Is it time to kill the Average Handle Time Metric?

July 27, 2016 Last Updated: March 10, 2020
Justin Tippett

Why it’s time to ditch the Average Handling Time Metric Mounting evidence suggests it’s time to let go of your Average Handle Time metric. We have all heard the business mantra “you can’t manage what you don’t measure,” and while

ANZ Melbourne call centre receives a welcome investment

ANZ’s Melbourne call centre gets a funding boost

July 22, 2016 Last Updated: April 21, 2020
Justin Tippett

ANZ invest in Melbourne call centre with some new furniture for their 1,400 seat Melbourne based centre and receive some impressive payoffs in return.

Call centre hotel opens for business in Sydney

Call Centre hotel is open for business

July 21, 2016 Last Updated: November 30, 2019
Justin Tippett

A call centre hotel has opened for businesses in Sydney enabling companies to lease between 5 and 200 contact centre hotel seats as needed.

NAB appoints independent customer advocate. Sort of.

July 18, 2016 Last Updated: November 18, 2019
Justin Tippett

The National Australia Bank has appointed an independent customer advocate to support its retail and small business customers. But at what cost?

7 GIFS About call centre life

July 14, 2016 Last Updated: November 30, 2019
Justin Tippett

We reveal the common perceptions of call centre life and some of the funny views call centre agents have of themselves when working on the phones all day.