Justin O'Hehir | Guest Author on CX Central

December 22, 2024

How effective leaders think and act differently

August 31, 2016 Last Updated: January 4, 2020
Justin O'Hehir

Great leadership is no accident. We reveal how effective leaders think to get the best out of their teams with one key skill.

The cost of bad customer service in Australia

July 12, 2016 Last Updated: November 1, 2021
Justin O'Hehir

What is bad customer service costing your organisation? According to the latest research Australian businesses lose over 122 Billion dollars by not providing a great customer experience. Thankfully there is one simple solution to help improve your customer service that is free to implement and costs nothing to purchase.

How to manage angry customers

May 3, 2018 Last Updated: June 21, 2021

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.
What Call Centre Metrics and KPIs should you use?

October 4, 2018 Last Updated: September 12, 2021

Discover the top 10 call centre metrics & KPIs used today by managers including why, how they work and what to look out for.

Lessons learnt from my first leadership role

April 8, 2017 Last Updated: July 15, 2020
5 Barriers to a Contact Centre Team Leaders Success

March 8, 2019 Last Updated: October 7, 2021
Using Emotion and Logic in Sales

March 3, 2021 Last Updated: December 16, 2023