CX Central is now the Australian Customer Experience Professionals Association (ACXPA). View website >

  • Linkedin
  • Facebook
  • YouTube
  • Twitter
  • Instagram
  • Website
CX Central
  • HOME
  • ABOUT
    • ABOUT CX CENTRAL
    • ABOUT THE INDUSTRY
    • CALL CENTRE CAREERS
    • OUR SPONSORS
    • GUEST AUTHORS
    • LEGAL
      • PRIVACY COLLECTION NOTICE
      • PRIVACY POLICY
      • WEBSITE TERMS OF USE
  • INDUSTRY RESOURCES
    • SUPPLIER DIRECTORY
      • CALL CENTRE OUTSOURCERS
        • AUSTRALIA
        • NEW ZEALAND
        • PHILIPPINES
        • SOUTH AFRICA
        • EGYPT
        • FIJI
        • GLOBAL SOLUTIONS
      • BACK OFFICE OUTSOURCING
        • AUSTRALIA
        • PHILIPPINES
        • INDIA
      • TECHNOLOGY
        • CONTACT CENTRE TECHNOLOGY
        • BUSINESS PHONE SYSTEMS
        • OFFICE PHONES & HEADSETS
        • KNOWLEDGE MANAGEMENT
        • CUSTOMER MANAGEMENT
        • REPORTING & ANALYTICS
        • WORKFORCE OPTIMISATION
      • CONSULTANTS
      • WORKPLACE TRAINING
      • INDUSTRY SERVICES
        • DATA/LIST SUPPLIERS
        • HOLD MUSIC AND MESSAGING
        • INDUSTRY ASSOCIATIONS
        • STANDARDS & CERTIFICATIONS
        • TRANSLATION SERVICES
        • UNIONS
      • RECRUITMENT SERVICES
      • VOICE OF CUSTOMER
      • **ADD YOUR BUSINESS**
    • EVENTS CALENDAR
      • VIEW CALENDAR
      • **ADD YOUR EVENT**
    • ERLANG CALCULATOR
    • TEMPLATES & GUIDES
    • GLOSSARY
    • PHONETIC ALPHABET
    • PODCAST
    • QUIZZES
    • TRIVIA GAMES
  • TRAINING
    • CUSTOMER SERVICE
    • CUSTOMER EXPERIENCE
    • DIFFICULT CUSTOMERS
    • CONTACT CENTRES
      • AGENTS/FRONTLINE
      • TEAM LEADERS
      • MANAGERS
    • WORKPLACE WELLNESS
  • ARTICLES
    • HOW TO
      • IMPROVE ENGAGEMENT
      • IMPROVE THE CX
      • IMPROVE PERFORMANCE
    • EXPERT TIPS
      • CALL CENTRE AGENTS
      • TEAM LEADERS
      • MANAGEMENT
      • EXECUTIVES
      • LEADERSHIP
      • HEALTH & WELLBEING
      • KPIS & METRICS
      • OFFSHORING
      • OUTSOURCING
      • SKILLS AND TRAINING
      • TECHNOLOGY
        • CORE TECHNOLOGY
        • ARTIFICIAL INTELLIGENCE
        • AUTHENTICATION
        • CALL CENTRE ANALYTICS
        • CX TECHNOLOGY
      • LATEST NEWS
        • TECHNOLOGY
        • INDUSTRY NEWS
        • OFFSHORING
        • OUTSOURCING
      • INDUSTRY INFORMATION
        • AWARDS
        • CAREERS
        • CONFERENCES
        • COMMUNITY AWARENESS
    • GLOSSARY
    • GUIDES
      • OUTSOURCING GUIDE
      • TECHNOLOGY GUIDE
    • HAVE A LAUGH!
  • CONTACT
    • CONTACT US
    • ADVERTISING
    • SUBMIT GUEST POST
    • SUBMIT EVENT
    • SUBMIT PRESS RELEASE
  • SUBSCRIBE TO ACXPA
April 28, 2026
HomeAuthorsMark West

Articles by Mark West

About Mark West
Mark is cofounder of Magnificent Nerds, an award-winning experiential agency specialising in games, VR and esports, as well as Legit Nerds, a start-up travel brand offering packages and tours to the best gaming and pop culture events in the world.
Website LinkedIn
casual clothes policy
CX Executive Tips

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
CX Executive Tips

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
CX Leadership Tips

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.

POPULAR ARTICLES

  • Tips on how to manage angry customers

    How to manage angry customers

    May 3, 2018 Last Updated: June 21, 2021
    If you work in a call centre or customer service these expert tips will help you to manage angry customers and get the conversation back on track.
  • Why the AHT Metric should be extinct

    Why the AHT metric should be extinct

    November 9, 2016 Last Updated: June 30, 2023
    With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

OUR GOLD SPONSORS

TEAM LEADERS TIPS

  • Lessons I learnt from my first leadership role
    Lessons learnt from my first leadership role
    April 8, 2017 Last Updated: July 15, 2020
  • Tips on giving feedback to employees
    How to improve giving feedback to employees
    October 15, 2020
  • 5 step guide to providing feedback
    Quick 5 step guide to how to provide feedback to employees
    February 22, 2018 Last Updated: July 22, 2021

How to Boost Employee Engagement

  • 3 tips on creating company values
    How to create company values people will relate to
    March 28, 2017 Last Updated: July 12, 2020
  • 3 common myths used to justify contact centre employee attrition
    The 3 myths of contact centre employee attrition
    December 9, 2014 Last Updated: November 25, 2019
  • Motivational Games you can play in the Contact Centres
    Motivational Games for Call Centres
    February 5, 2020 Last Updated: September 30, 2021
Looking for the latest industry insights and expert tips? All new content is published on the ACXPA Website >
SUBSCRIBE TO ACXPA >

Connect to ACXPA

  • Linkedin
  • Facebook
  • YouTube
  • Twitter
  • Instagram
  • Website
NEW INDUSTRY ASSOCIATION in AUSTRALIA!

After 11 years, CX Central has now transitioned to the Australian Customer Experience Professionals Association (ACXPA).

ACXPA connects Australia’s contact centre, customer experience, digital service and customer service professions and has been founded, and is managed, by industry leaders to create better customer, business, career and industry outcomes. Learn more about ACXPA >

Copyright © 2024 | Phone: +61 3 9492 2871 | CX & Contact Centre Training Courses | Supplier Directory | Contact Centre Outsourcing Guide | Contact Centre Technology Guide