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August 12, 2022
HomeAuthorsBen Shipley

Articles by Ben Shipley

About Ben Shipley
Having spent time overseas running cross-functional teams while also leading transformation initiatives, I have returned to Australia to immerse myself in the APAC world of CX which is one of the fastest emerging markets for transformation and investment in technology to improve Customer Experience.
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Chief Customer Experience Officer role in APAC is emerging
CX Executive Tips

The emergence of the Chief Customer Experience Officer in APAC

May 22, 2017 Last Updated: December 25, 2019
Ben Shipley

The Chief Customer Experience Officer role in APAC is emerging as companies pivot to accelerate customer experience initiatives to gain a competitive edge.

LATEST CX CENTRAL PODCAST

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    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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How to improve your CX

  • Does Live chat support improve the customer experience?
    How a Great Customer Experience comes from Live Chat Support
    February 26, 2020 Last Updated: March 10, 2020
  • Customer Experience Measurement Framework
    December 14, 2020 Last Updated: September 9, 2021
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    How AI can reduce call waiting time
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How to Boost Employee Engagement

  • How to Design a Call Centre Reward and Recognition Program
    Call Centre Reward and Recognition Program
    February 21, 2021
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    Do Happy Employees Provide Better Customer Service?
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    November 2, 2021
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    Setting KPIs for Call Centre Team Leaders
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    Coachable Call Structure
    September 18, 2021 Last Updated: November 12, 2021

Our most recent articles

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POPULAR ARTICLES

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Call Centre Career Tips

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

September 27, 2016 Last Updated: August 13, 2021

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

Understanding Erlang C for call centres
CX Central Podcast

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

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!

how to engage call centre staff - best practice tips!
Call Centre Management Tips

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We share 13 expert tips on how to engage call centre staff that involves more than just movie tickets and free fruit platters.

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