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 ;)

More Telstra call centre jobs axed

July 9, 2016 Last Updated: October 13, 2020
Justin Tippett

Telstra has confirmed plans that they are axing 326 call centre jobs from their Perth and Melbourne centres and shifting them to the Philippines.

Leadership tips to help you stand out from the pack

10 leadership tips to make you stand out

July 8, 2016 Last Updated: January 7, 2020
Justin Tippett

No matter what your background is or level of leadership experience, these 10 leadership tips from industry leaders will help improve your leadership skills.

6 call centre secrets agents will never admit to

June 2, 2016 Last Updated: November 30, 2019
Justin Tippett

Working in a contact centre can certainly be challenging on occasions. Here are six call centre secrets agents will never admit to but you never heard it from us ?

The top 12 KPIs to measure call centre agent performance

How to measure a call centre agents performance?

June 1, 2016 Last Updated: May 23, 2024
Justin Tippett

Have you been wondering how to measure a call centre agents performance? We reveal the top 12 KPIs and why quality should be your main priority.

19 great tips to improve complaints handling in 2019

How to improve customer complaints handling

June 1, 2016 Last Updated: March 22, 2023
Justin Tippett

19 expert tips on how to improve customer complaints handling to make things better your business, staff and customers.

The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021
Justin Tippett

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.

5 things the best contact centre managers all do in 2019

5 things the best contact centre managers do

May 2, 2016 Last Updated: January 13, 2020
Justin Tippett

Discover what all the best contact centre managers do that helps them deliver great customer experiences with engaged employees.

Top 8 myths about working in a call centre

April 20, 2016 Last Updated: July 12, 2020
Justin Tippett

We explore some of the myths about working in a call centre and separate fact from fiction about why it’s actually a pretty good place to work!

How to manage poor performers in your call centre

April 19, 2016 Last Updated: August 18, 2021
Justin Tippett

Having to manage poor performers in the workplace can be challenging but these 7 tips will help make it a little easier to firstly minimise the possibility and secondly, help you when the situation does arise.

How Facebook Messenger is impacted call centres

How Facebook Messenger and chatbots are changing customer service

April 15, 2016 Last Updated: November 17, 2019
Justin Tippett

We explore how Facebook Messenger and chatbots are impacting call centres with more automation reducing the needs for a live call centre agent. With Facebook now launching their Chatbot service expect this to escalate rapidly.