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May 21, 2022
HomeAuthorsDiv Pillay

Articles by Div Pillay

About Div Pillay

Div Pillay has 17 years of people experience working with blended models of outsourcing and offshoring across Australia, India, Manila, Malaysia and South Africa.


She has a national culture being Australian with a hybrid of being South African Indian! Her personal culture is one of being inclusive, accountable and customer focused.


Her organisation culture is about harnessing people and their diversity to deliver high performance.

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How organisational culture impacts talent acquisition
CX Executive Tips

How organisational culture impacts talent acquisition 

July 23, 2015 Last Updated: November 24, 2019
Div Pillay

We explore how organisational culture impacts talent acquisition and provide some tips on how to achieve a cultural fit in outsourcing, offshoring and M&As.

CX Executive Tips

How HR can help shape Outsourcing and Offshoring success

May 12, 2015 Last Updated: November 24, 2019
Div Pillay

We provide some tips on how HR can improve your Outsourcing and Offshoring success and why they need to be involved in your strategic planning.

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.

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

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How to improve your CX

  • Tips on how to build a customer-centric organisation
    How to build a customer-centric organisation
    May 20, 2021
  • Tools Helping you Work Remotely in the contact centre
    Knowledge Management Helping you Work Remotely
    July 29, 2020
  • How the Superannuation Funds customer experience is becoming the service differentiator
    Why the Superannuation Funds CX is so important
    August 19, 2016 Last Updated: February 19, 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
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    How to identify your ideal customer
    January 4, 2021

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TEAM LEADERS TIPS

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    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

Top ten call centre KPIs and metrics
Call Centre KPIs & Metrics

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.

The future of CX and six facts you must know
CX Executive Tips

6 facts about the future of CX

June 1, 2017 Last Updated: June 21, 2021

After spending an evening with the world famous Don Peppers talking about the future of CX, there are 6 indisputable facts every CX manager should know.

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.

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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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