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November 3, 2026
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.

POPULAR ARTICLES

  • Triple Zero Heroes who work in the call centre

    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.
  • Why the AHT Metric should be extinct

    Why the AHT metric should be extinct

    November 9, 2016 Last Updated: June 30, 2023
    With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

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How to Boost Employee Engagement

  • how to improve employee retention in the call centre
    How to improve employee retention
    September 13, 2016 Last Updated: March 13, 2020
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    December 3, 2014 Last Updated: November 30, 2019
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NEW INDUSTRY ASSOCIATION in AUSTRALIA!

After 11 years, CX Central has now transitioned to the Australian Customer Experience Professionals Association (ACXPA).

ACXPA connects Australia’s contact centre, customer experience, digital service and customer service professions and has been founded, and is managed, by industry leaders to create better customer, business, career and industry outcomes. Learn more about ACXPA >

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