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May 13, 2022
HomeAuthorsMark LeBusque

Articles by Mark LeBusque

About Mark LeBusque
Author of BEING HUMAN and with experience across a wide range of areas from the floor to the boardroom in operations, customer service, sales, human resources, general management and education Mark has a unique ability to get underneath the noise and find the truth in order to allow individuals and organisations to make progress.
Website LinkedIn
10 Tips for being a more human manager
CX Leadership Tips

Learning to be a Human Manager

April 24, 2015 Last Updated: January 5, 2020
Mark LeBusque

We share 10 expert tips on how to be a more Human Manager using some emotional intelligence and leadership techniques to boost employee engagement.

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    Call Centre Hold Music and IVR Recordings

    October 5, 2021 Last Updated: October 6, 2021
    Justin Tippett interviews Alan McGirvan to understand the ins and outs of Call Centre Hold Music and IVR Recordings, and Voice Translations.

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LATEST ARTICLES

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    Knosys secures Government Tender
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How to improve your CX

  • How Waterbom nails the customer experience
    How Waterbom deliver a great customer experience
    July 17, 2017 Last Updated: March 10, 2020
  • The impact of digital first customers on the call centre
    How the Digital First customer is changing the contact centre
    February 10, 2016 Last Updated: December 25, 2019
  • How to succeed at CX in the subscription economy
    How to succeed at CX in the subscription economy
    September 15, 2021

How to Boost Employee Engagement

  • How to Design a Call Centre Reward and Recognition Program
    Call Centre Reward and Recognition Program
    February 21, 2021
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    Do Happy Employees Provide Better Customer Service?
    February 3, 2021
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    How to identify your ideal customer
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    Coachable Call Structure
    September 18, 2021 Last Updated: November 12, 2021

Our most recent articles

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POPULAR ARTICLES

Why the AHT Metric should be extinct
Call Centre KPIs & Metrics

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 18, 2021

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

19 great tips to improve complaints handling in 2019
How to Improve Performance

How to improve customer complaints handling

June 1, 2016 Last Updated: June 21, 2021

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

Facts about working in the Australian Call Centre Industry
Call Centre Career Tips

15 things you didn’t know about working in the Australian call centre industry

September 27, 2016 Last Updated: August 13, 2021

Working in the Australian call centre industry often receives some bad press so here are 15 positive things about working in the industry.

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About CX Central

CX Central provides support and advocacy for Australian call centres, BPOs & CX practitioners. Whether it is to improve efficiency, increase customer satisfaction, improve staff engagement and so on we share free resources, expert articles and thought leadership to help progress and promote our industry.

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Popular categories include: How to improve employee engagement, tips for contact centre managers, tips for call centre Team Leaders, tips for frontline call centre agents, articles for CX executives,  how to improve the customer experience, how to improve call centre performance, KPIs & Metrics and whole lot more! 

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