Luke Rees

August 2, 2021

How to use customer personas to improve the CX in contact centres

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.

The 10 Commandments of a Customer Service Religion

January 29, 2016 Last Updated: December 2, 2019
Tips for implementing a Voice of the Customer program

May 10, 2017 Last Updated: November 17, 2019
Getting behind the NPS Score

February 12, 2014 Last Updated: July 23, 2021

Triple Zero Heroes

September 18, 2018 Last Updated: June 21, 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.

Facts about working in the Australian Call Centre Industry

15 things you didn’t know about working in the Australian call centre industry

September 27, 2016 Last Updated: June 21, 2021

Working in the Australian call centre industry often receives some bad press so here are 15 positive things about working in the industry.

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.

Articles by Luke Rees

5 Customer Personas to Improve contact centre efficiency

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