Call Centre Articles

Welcome to our call centre articles search page where we list our comprehensive catalogue of articles on call centres, customer experience, call centre technology and more in date order. If you are looking for something specific, just select from the categories list or enter a search term.

We have been publishing call centre articles for many years and as you will notice, the intent of our call centre articles is to provide information that benefits you as a reader and is not primarily trying to sell you something!

Our call centre articles have been written by hundreds of guest authors who are experts in call centres, customer service and the broader customer experience. If you’d like to search by authors – please click here.

If you’d also like to contribute as a Guest Author then visit our submit an article page to find out more information.


November 8, 2018
common ways businesses are making it hard for customers

The importance of making it easy to do business

Making it easy to do business is a sure-fire way of improving your CX and your bottom line so avoid these common mistakes.
November 2, 2018

Customer Journey Mapping

In this Podcast we interview Shane Goldberg to unravel the myths about Customer Journey Mapping and how they can be used to transform your business. We answer the questions on how Customer Journey Maps work, common traps, the special tools you require and more!
October 25, 2018
Empathy statements you can use in a call centre

Empathy Statements to use in a call centre

If you need to get an angry or upset customer back on track these Empathy Statements are great to use in a call centre or customer service environment.
October 23, 2018
2018 Auscontact Excellence Award Winners announced

2018 Auscontact Excellence Award Winners Announced

The Auscontact Association has announced the 2018 winners of its annual Auscontact Association Excellence Awards for contact centre excellence in Australia.
October 7, 2018
Inside the Triple Zero contact centre part 2

Triple Zero Contact Centre Part 2

We continue our fascinating insight into the ESTA (Triple Zero) call centre and how they manage the call centre and their staff in a high-stakes workplace.
October 4, 2018
call centre metrics and kpis

What Call Centre Metrics and KPIs should you use?

If you manage or have responsibility for a call centre, what Call Centre Metrics and KPIs should be using? This guide provides a call centre managers insight into the 10 most popular metrics you should be using.
September 28, 2018
Sydney call centre outsourcer Peakbound closes

Sydney call centre outsourcer closes

Sad news with Sydney based call centre outsourcer Peakbound closing its doors suffering collateral damage as part of the Royal Commission into the Financial Services industry.
September 21, 2018
Erlang C calculator for call centres

Understanding Erlang C for call centres

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!
September 20, 2018
LifeFlight Foundation launches BPO business

New BPO promises to save money and lives

The LifeFlight Foundation has launched their own BPO business using a "profit for a purpose" model which allows businesses to utilise their fundraising skills and infrastructure with all profits made used to keep the iconic RACQ Lifeflight Rescue helicopters flying.
September 19, 2018
iSelect bring call centre jobs back to Victoria

iSelect bring call centre jobs back to Australia

iSelect has announced it's bringing back contact centre jobs back from offshore with 90 jobs in South Africa returning to Victoria.
September 18, 2018
Triple Zero Heroes contact centre

Triple Zero Heroes

Every day, over 7,000 Victorians have to make a phone call to the Triple Zero contact centre and in this article, we get to meet some of the people who answer the calls - real-life Triple Zero Heroes!
September 15, 2018
CX Hustle Podcast S1E4 Part 1 Triple Zero contact centre

Triple Zero Contact Centre Part 1

ESTA is the contact centre that handles the Triple Zero emergency calls in Victoria and in this podcast, we get an amazing insight into their call centre operations and people management.
September 10, 2018

How to reduce neck and back pain at work 

Call centre work can be a pain in the neck but thankfully these four exercises will help reduce neck and back pain at work from looking at a screen all day.
September 7, 2018
Blending old fashioned customer service and technology

Long live good old-fashioned customer service

Old-fashioned customer service isn’t going out of style, so how can you balance traditional expectations with modern customer care & technology?
August 30, 2018
The value of customer feedback

The Real Value of Customer Feedback

There is no denying the value of customer feedback - avoiding these four common traps will ensure you can extract the maximum value from the process.
August 22, 2018
CX Hustle Podcast S1E3 What are Net Promoter Scores

What are Net Promoter Scores?

If you've heard the term NPS but not quite sure what it means then this episode is just for you! You'll be armed with all the basics behind the Net Promoter Score along with some of the common pitfalls businesses are making, especially in a contact centre environment. 
August 15, 2018
Auscontact 2018 Western Australia award winners

2018 Auscontact award winners in Western Australia

The winners of the 2018 Auscontact award winners in Western Australia have been announced by the Auscontact Association - congrats to all winners!
August 15, 2018
Auscontact 2018 South Australia award winners

2018 Auscontact award winners in South Australia

The winners of the 2018 Auscontact award winners in South Australia have been announced by the Auscontact Association - congrats to all winners!
August 11, 2018
4 TEAM BUILDING IDEAS for call centres

4 Team Building Ideas for Call Centres

We've got 4 easy to implement team building ideas for call centres that will boost engagement levels and give your productivity a boost as well.
August 7, 2018
4 reasons why working in a call centre can be awesome for your career

4 Reasons why working in contact centre work is awesome for your career

From CEO's too famous actors, discover how working in a contact centre can provide your career with some fundamental skills to propel your career.
August 5, 2018
8X8 select confirmit to conduct VOC Surveys

8X8 Selects Confirmit for VOC Surveys

8X8, a provider of contact centre solutions has announced Confirmit as their selected provider to power its online and telephone Voice of the Customer surveys.
July 12, 2018
chatbots for customer service

Chatbots for customer service are not a get-out-of-jail-free card

There is a rapid uptake in chatbots for customer service but as many businesses are finding out, it's not an automatic solution to all your CX problems.
July 11, 2018
Phil McCarthy launches training and coaching business

Phil McCarthy launches new business

Phil McCarthy, a 35-year contact centre industry veteran has launched his own Leadership Development and coaching service.
July 4, 2018
Eroding profit margins and techniques on how to improve them

Eroding profit margins | Techniques to turn it around

It's no secret that profit margins are eroding in many industries but these proven techniques might just be able to arrest the decline.
June 29, 2018
contactSPACE announce new logo

contactSPACE announce brand refresh

Cloud contact centre solution provider contactSPACE have announced new branding along with the announcement of a joint venture with a major payments business.