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May 20, 2022
HomeAuthorsMark McDermott

Articles by Mark McDermott

About Mark McDermott

Mark is a dynamic L&D Change Consultant, Account Director and Facilitator/Trainer with over 29 years’ experience in multiple sector/verticals.


Working with businesses to change cultures, Mark helps shape companies strategic learning challenges by articulating what needs to change and how it should be delivered to come alive for managers and teams alike.

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7 Expert tips for improving your sales call centre
Call Centre Management Tips

7 Expert tips to improve your sales call centre

July 24, 2015 Last Updated: July 27, 2021
Mark McDermott

If you are looking for ways to improve your sales call centre these 7 expert tips will catapult your performance to new levels!

LATEST CX CENTRAL PODCAST

  • image of Justin Tippett and Alan McGirvan with the title Message on Hold and IVR Recordings for Contact Centres

    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.

OUR GOLD SPONSORS

LATEST ARTICLES

  • Knosys secures Government Tender
    Knosys secures Government Tender
    March 4, 2022
  • Trends focus on for CX in 2022
    It’s time to focus on CX in 2022
    December 22, 2021

THANKS TO OUR GOLD SPONSORS

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How to improve your CX

  • 5 Tips to humanise your customer experience
    5 Tips to humanise your customer experience
    November 12, 2014 Last Updated: October 30, 2020
  • Customer frustrations with the omnichannel CX
    4 Key Customer Frustrations with Omnichannel CX
    May 29, 2017 Last Updated: September 12, 2021
  • Tips for creating an effective customer journey map
    Guide to Creating an Effective Customer Journey Map
    June 24, 2021 Last Updated: November 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
  • Do happy employees provide better customer service?
    Do Happy Employees Provide Better Customer Service?
    February 3, 2021
  • How and why contact centre agents need to know your ideal customer
    How to identify your ideal customer
    January 4, 2021

THANKS TO OUR SILVER SPONSORS

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TEAM LEADERS TIPS

  • Free download of a call centre team leader job description
    Team Leader Job Description
    November 2, 2021
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    Setting KPIs for Call Centre Team Leaders
    October 7, 2021
  • coachable call structure for sales and service in a call centre
    Coachable Call Structure
    September 18, 2021 Last Updated: November 12, 2021

Our most recent articles

  • Knosys secures Government Tender March 4, 2022
  • It’s time to focus on CX in 2022 December 22, 2021
  • Contact Centre Reward and Recognition Principles December 13, 2021

POPULAR ARTICLES

Understanding Erlang C for call centres
CX Central Podcast

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

Australian Contact Centre Wage
Call Centre Management Tips

Australian contact centre salaries

November 5, 2020 Last Updated: October 16, 2021

A list of the Australian Contact Centre Salaries as set out by the Government as well as local benchmarking data, definitions and more.

The 15 best things about working in a call centre
Call Centre Career Tips

The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

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.

Thanks to our gold sponsors

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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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FREE RESOURCES

We have hundreds of expert articles and free tools like an Erlang C calculator, a comprehensive CX & call centre glossary, Phonetic Alphabet and a growing library of guides and podcasts to help you learn.

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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