Luke Shepherd | Guest Author on CX Central

October 27, 2026

May 2, 2017 Last Updated: November 24, 2019
Luke Shepherd

Even if you don’t watch the show Suits, these killer tips to help your career are a sure-fire way to build a long and successful career.

Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

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!
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.

How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020
How to sound like a call centre leader

February 5, 2018 Last Updated: July 15, 2020
Lessons learnt from my first leadership role

April 8, 2017 Last Updated: July 15, 2020

7 tips on how to keep remote employees engaged

September 16, 2015 Last Updated: December 16, 2023
How to improve performance with gamification in call centres

August 19, 2015 Last Updated: December 16, 2023
The 3 myths of contact centre employee attrition

December 9, 2014 Last Updated: November 25, 2019