September 7, 2026

Articles by Julian Sinclair

About Julian Sinclair

Julian Sinclair is a high-energy, results-driven, strategically focused, hands-on senior sales leader with a continued record of achieving substantial, profitable & sustainable new business in highly competitive markets.

3 critical attributes of a good contact centre in 2019

The top three attributes of a good contact centre

September 8, 2016 Last Updated: January 19, 2022
Julian Sinclair

There are three critical attributes of a good contact centre – we reveal what they are and explain why the contact centre plays a critical role in CX.

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!
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.