Mark West | Guest Author on CX Central

August 1, 2021

casual clothes policy

What really happens when you switch to a casual clothes policy?

April 8, 2017 Last Updated: November 17, 2019
Mark West

We look at the truth behind what really happens in the workplace when you switch from corporate attire to a casual clothes policy.

The false economy of a customer retention strategy

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021
Mark West

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?

Power of contact centre operations managers

Why Contact Centre Operations Managers need to step it up

August 26, 2016 Last Updated: January 4, 2020
Mark West

The contact centre Operations Managers play a critical role in the customer experience but to really influence CX it’s time they changed their approach.

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.

Do customers really care about the call centre location?

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

The 15 best things about working in a call centre

The 15 best things about working in a call centre

May 17, 2016 Last Updated: June 21, 2021

We think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre and why it’s a great career choice.

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