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May 21, 2022
HomeAuthorsLuke Rees

Articles by Luke Rees

About Luke Rees
Luke is the Head of Digital for AccurCast, specialists in ethical, international search engine optimisation, online advertising, and social media and mobile marketing.
Website LinkedIn
How to use customer personas to improve the CX in contact centres
How to Improve the CX

5 Customer Personas to Improve contact centre efficiency

May 22, 2015 Last Updated: December 31, 2019
Luke Rees

Learn how to improve the efficiency and CX delivered by your contact centre by using customer personas to personalise the customer experience.

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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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

  • Title of 8 Tips to Provide Exceptional Customer Service with a picture of a happy call centre worker
    Tips to Provide Exceptional Customer Service via the Contact Centre
    November 15, 2021
  • Why the customer is still always right in customer service
    Why the customer is still always right
    May 22, 2018 Last Updated: February 6, 2020
  • How to reduce customer churn
    How to reduce Customer Churn
    July 13, 2017 Last Updated: February 27, 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

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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

the future of call centre outsourcers in Australia
Call Centre Outsourcing

The future of call centre outsourcers in Australia

March 23, 2017 Last Updated: June 21, 2021

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.

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.

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.

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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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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