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May 18, 2022
HomeAuthorsRebecca Wilson

Articles by Rebecca Wilson

About Rebecca Wilson
Rebecca has extensive experience in CX strategy development, customer journey mapping, the application of behavioural economics theory and has helped companies navigate the links between Marketing, IT and Customer Insights through a "human truth" approach.
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The difference between customer service and customer experience
How to Improve the CX

Customer Experience: it’s just another term for Customer Service… isn’t it?

February 9, 2015 Last Updated: September 19, 2020
Rebecca Wilson

The difference between customer service and customer experience is a lot more than just one word. We’ve got a quick explanation to clear it all up.

LATEST CX CENTRAL PODCAST

  • image of Justin Tippett and Alan McGirvan with the title Message on Hold and IVR Recordings for Contact Centres

    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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LATEST ARTICLES

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    Knosys secures Government Tender
    March 4, 2022
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    It’s time to focus on CX in 2022
    December 22, 2021

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How to improve your CX

  • How NPS data is helping Telstra improve their CX
    How NPS data is helping Telstra evolve their customer experience
    July 29, 2015 Last Updated: July 23, 2021
  • The cost of bad customer service in Australia
    The cost of bad customer service in Australia
    July 12, 2016 Last Updated: November 1, 2021
  • How Sentiment analysis is helping businesses understand their customers
    Why Is Sentiment Analysis Important In Ecommerce?
    November 5, 2020

How to Boost Employee Engagement

  • How to Design a Call Centre Reward and Recognition Program
    Call Centre Reward and Recognition Program
    February 21, 2021
  • Do happy employees provide better customer service?
    Do Happy Employees Provide Better Customer Service?
    February 3, 2021
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    How to identify your ideal customer
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    Team Leader Job Description
    November 2, 2021
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    Setting KPIs for Call Centre Team Leaders
    October 7, 2021
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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

The 15 best things about working in a call centre
Call Centre Career Tips

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.

Tips on how to manage angry customers
Call Centre Agent Tips

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
Call Centre KPIs & Metrics

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 18, 2021

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.

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About CX Central

CX Central provides support and advocacy for Australian call centres, BPOs & CX practitioners. Whether it is to improve efficiency, increase customer satisfaction, improve staff engagement and so on we share free resources, expert articles and thought leadership to help progress and promote our industry.

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Popular categories include: How to improve employee engagement, tips for contact centre managers, tips for call centre Team Leaders, tips for frontline call centre agents, articles for CX executives,  how to improve the customer experience, how to improve call centre performance, KPIs & Metrics and whole lot more! 

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