Thanks for visiting CX Central. We’ll have an exciting announcement about our future soon!

  • Linkedin
  • Facebook
  • YouTube
  • Twitter
  • Instagram
CX Central
  • HOME
  • ABOUT
    • ABOUT CX CENTRAL
    • ABOUT THE INDUSTRY
    • CALL CENTRE CAREERS
    • OUR SPONSORS
    • OUR SOLUTIONS
      • CONSULTING SERVICES
      • TRAINING
      • BUSINESS DIRECTORY
      • ADVERTISING
      • SUBMIT AN ARTICLE
      • SUBMIT AN EVENT
      • SUBMIT A PRESS RELEASE
    • GUEST AUTHORS
    • SUBSCRIBE
    • LEGAL
      • PRIVACY COLLECTION NOTICE
      • PRIVACY POLICY
      • WEBSITE TERMS OF USE
  • INDUSTRY RESOURCES
    • BUSINESS DIRECTORY
      • CALL CENTRE OUTSOURCERS
        • AUSTRALIA
        • NEW ZEALAND
        • PHILIPPINES
        • SOUTH AFRICA
        • EGYPT
        • FIJI
        • GLOBAL SOLUTIONS
      • BACK OFFICE OUTSOURCING
        • AUSTRALIA
        • PHILIPPINES
        • INDIA
      • TECHNOLOGY
        • CONTACT CENTRE TECHNOLOGY
        • BUSINESS PHONE SYSTEMS
        • OFFICE PHONES & HEADSETS
        • KNOWLEDGE MANAGEMENT
        • CUSTOMER MANAGEMENT
        • REPORTING & ANALYTICS
        • WORKFORCE OPTIMISATION
      • CONSULTANTS
      • TRAINING PROVIDERS
      • HEALTH & WELLBEING
      • INDUSTRY SERVICES
        • DATA/LIST SUPPLIERS
        • HOLD MUSIC AND MESSAGING
        • INDUSTRY ASSOCIATIONS
        • STANDARDS & CERTIFICATIONS
        • TRANSLATION SERVICES
        • UNIONS
      • RECRUITMENT SERVICES
      • VOICE OF CUSTOMER
      • **ADD YOUR BUSINESS**
    • EVENTS CALENDAR
      • VIEW CALENDAR
      • ADD YOUR EVENT
      • SEARCH BY TYPE
        • TRAINING COURSES
        • CONFERENCES
        • WORKSHOPS
        • NETWORKING
        • SITE TOURS
        • FORUMS
        • SEMINARS
        • SPECIAL INTEREST GROUPS
        • MEETUPS
      • EVENT PARTNERSHIPS
    • ERLANG C CALCULATOR
    • FREE DOWNLOADS
    • GLOSSARY
    • INDUSTRY AWARD PROGRAMS
    • PHONETIC ALPHABET
    • PODCASTS
    • PRESS RELEASES
    • QUIZZES
    • RECENTLY UPDATED ARTICLES
    • SHOP
    • TRIVIA GAMES
  • TRAINING
    • CUSTOMER SERVICE
    • CONTACT CENTRES
      • AGENTS/FRONTLINE
      • TEAM LEADERS
      • MANAGERS
    • CUSTOMER EXPERIENCE
    • WORKPLACE WELLNESS
    • LIVE CHAT
    • NET PROMOTER SCORE (NPS)
  • ARTICLES
    • HOW TO
      • IMPROVE ENGAGEMENT
      • IMPROVE THE CX
      • IMPROVE PERFORMANCE
    • EXPERT TIPS FOR:
      • CALL CENTRE AGENTS
      • TEAM LEADERS
      • MANAGEMENT
      • EXECUTIVES
      • LEADERSHIP
      • HEALTH & WELLBEING
      • KPIS & METRICS
      • OFFSHORING
      • OUTSOURCING
      • SKILLS AND TRAINING
      • TECHNOLOGY
        • CORE TECHNOLOGY
        • ARTIFICIAL INTELLIGENCE
        • AUTHENTICATION
        • CALL CENTRE ANALYTICS
        • CX TECHNOLOGY
      • LATEST NEWS
        • TECHNOLOGY
        • INDUSTRY NEWS
        • OFFSHORING
        • OUTSOURCING
      • INDUSTRY RELATED
        • AWARDS
        • CAREERS
        • CONFERENCES
        • COMMUNITY AWARENESS
        • GUIDES
          • OUTSOURCING COST GUIDE
          • CALL CENTRE OUTSOURCING IN AUSTRALIA
          • OFFSHORE CALL CENTRES
        • LEARN ABOUT CALL CENTRES
      • WORKFORCE OPTIMISATION
    • HAVE A LAUGH!
    • GLOSSARY
  • SHOP
  • CONTACT
    • CONTACT US
    • ADVERTISING
    • SUBMIT ARTICLE
    • SUBMIT EVENT
    • SUBMIT NEWS
    • SUBMIT PRESS RELEASE
    • UPDATE AUTHOR BIO
May 19, 2022
HomeAuthorsBryan Osorio

Articles by Bryan Osorio

About Bryan Osorio
Bryan Osorio is a Blogger, SEO enthusiast, Content Marketer, and Digital Marketer with 3 years of experience within the Tech and Digital Marketing Industry. He likes to read, write and talk about Science, Technology, AI, Video Games, World News and more. He studied Psychology at the National University of Colombia and enjoys writing about leadership, remote work, team motivation and others.
Twitter LinkedIn
Common call centre agent mistakes and how to fix them
Call Centre Management Tips

Common call centre agent mistakes (and how to fix them)

January 25, 2021 Bryan Osorio

Many of the common call centre agent mistakes can be caused by bad processes and procedures so we’ve got a few tips on how to fix them.

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

EPOS contact centre headsets
Twilio gold sponsor on CX Central
MaxContact logo

How to improve your CX

  • Emerging 2015 contact centre trends
    2015 Contact Centre Trends
    May 11, 2015 Last Updated: January 20, 2020
  • Proactive customer support explanation
    What is Proactive customer support?
    October 12, 2016 Last Updated: December 31, 2019
  • How to create customer surveys
    20 Great tips for successful customer surveys
    June 14, 2017 Last Updated: March 10, 2020

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

Panviva Silver Sponsor on CX Central
Knosys logo Silver Sponsor on CX Central

TEAM LEADERS TIPS

  • Free download of a call centre team leader job description
    Team Leader Job Description
    November 2, 2021
  • A picture of a call centre team leader coaching an agent the heading Setting KPIs for Call Centre Team Leaders
    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

how to engage call centre staff - best practice tips!
Call Centre Management Tips

Best Practice Tips to Engage Call Centre Staff

September 19, 2016 Last Updated: June 21, 2021

We share 13 expert tips on how to engage call centre staff that involves more than just movie tickets and free fruit platters.

Triple Zero Heroes who work in the call centre
Community Education

Triple Zero Heroes

September 18, 2018 Last Updated: September 12, 2021

Every day, over 7,000 Victorians speak to one of the real-life Triple Zero Heroes. We got to take a look behind the scenes working in the ESTA call centre.

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!

Thanks to our gold sponsors

livepro logo are 2019 gold sponsors of CX Central EPOS contact centre headsets Twilio gold sponsor on CX Central MaxContact logo
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.

Search the Industry Business Directory to find suppliers and vendors of call centre technology, consultants, outsourcers & BPO’s and lots more more.

CX Central is part of CX GROUP AUSTRALIA and our other websites include CX Skills, CX Consult and CX Connect.

ABN: 58 817 433 774

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! 

Like to access all our premium content for free?
Subscribe to our monthly newsletter >

Visit our other websites:

CX Directory – Search over 400 industry suppliers of contact centre, BPO’s & outsourcers, consultants, technology providers and lots more.

CX Skills – public and private training solutions for call centres, customer service & customer experience with both in-person and online courses available.

CX Consult – our consulting services specialising in call centres and customer experience

CX Connect – Our free service that takes the hassle out of find quality service providers for technology, outsourcers, BPO’s, consultants and more.

Copyright © 2022 | CX Group Australia | Phone: +61 3 9492 2871