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.


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.
June 16, 2018
Sytel AI Dialer

Announcing the Sytel AI Dialer

Sytel has announced the launch of their new AI Dialer offering the next generation of automatic dialers using artificial intelligence.
June 13, 2018
A complete list of Australian 2017 CX, CALL CENTRE & CUSTOMER SERVICE AWARD WINNERS

A complete list of Australian 2017 CX, call centre and customer service award winners

A list of all the Australian 2017 customer service award winners in 2017 with a focus on call & contact centre related awards. Discover the top companies and individuals in Australia being recognised for providing outstanding customer service.
June 12, 2018
Benefits of call centre phone systems

Benefits of call centre phone systems

If your business is starting to make or take more phone calls you might want to consider call centre phone systems that will improve your CX and productivity.
June 4, 2018
CX Judge Podcast S1E2 Interview with Daniel Ord

The CX Judge Podcast – Interview with Daniel Ord

This episode Justin Tippett, The CX Judge, is joined by Founder & Director of Omnitouch Daniel Ord as they discuss a range of topics impacting the call centre industry.
May 31, 2018
Should you embrace emojis in customer service

Should you embrace emojis in customer service?

Since their creation, emojis have continued to grow in number and popularity. Your customers are most likely already using emojis so is it OK for you to use emojis in customer service as well?
May 23, 2018
Customer Experience Improvement done badly

Lessons From the Frontline – Customer Experience Improvement Done Badly

A refreshingly honest look at why customer experience improvement projects don't work. We share 11 mistakes made by companies who, after investing in CX consulting, still struggle to make any real change in improving the customer experience.
May 22, 2018
How the need to be right is killing your customer service

Why the need to be right is killing your customer service

As humans, we have a basic psychological need to be right - but is that fundamental need to be right killing your customer service? Should you accept that the customer is always right even when you know they are wrong?
May 14, 2018
CX Judge Podcast S1E1 Introduction

The CX Judge Podcast Introduction

Join Justin Tippett, The CX Judge as he brings you the latest tips, insights and trends specifically relating to Customer Experience (CX) and call centres including interviews with key Call Centre industry leaders.
May 7, 2018
Vodafone axe call centre jobs in Hobart

Vodafone axe Hobart call centre jobs

Sad news today as Vodafone axe Hobart call centre jobs as a result of declining call and complaint volumes. After investing over $200 million in their Hobart call centre and employing over 850 people at this peak, today the Telco giant announced up to 100 voluntary redundancies in the Hobart call centre.
May 4, 2018
UNITY4 leveraging behavioural economics

Unity4 leveraging Behavioural Economics for call centre scripting

Unity4, one of the world’s largest remote agent call centres has been optimising its call scripting using the latest learnings from behavioural science.
May 3, 2018
NICE cognitive robotic automation platform expands

NICE Cognitive Robotic Automation Platform Expands

NICE (Nasdaq: NICE) today announced that its Cognitive Robotic Automation Platform now allows Amazon Lex's conversational chatbot to fulfil more customer requests, including complex actions, in real-time.
May 3, 2018
How to manage angry customers

How to manage angry customers

When you work in a call centre or customer service the chances are you will have to manage angry customers on occasions. Thankfully we've got some proven methods that work over the phone or in person that you can follow along with some expert tips that will put you back in control and improve customer satisfaction.
May 1, 2018
Swear in the workplace

Swearing at work? Why the f*#k not!

A new survey has revealed that swearing is becoming increasing common in the workplace depending on what generation you were born. So can you start dropping the f bomb at work or save it for outside of work?
May 1, 2018
ASTIA upgrade to larger premises to accomodate growth

ASTIA upgrade to new and improved office

Less than a year after the official launch, ASTIA Customer Engagement Centre in Sydney has upgraded to a new and improved office space to accomodate additional clients and allow for further growth.
April 28, 2018
Silver Top Taxis open call centre in South Africa

Silver Top Taxis call centre opens in South Africa

A Silver Top Taxis call centre is opening in South Africa at the expense of local call centre jobs in Australia. With the Taxi industry under siege by ride sharing apps, moving some call centre functions offshore will save costs in the short term, but will this strategy hurt in the long term?
April 18, 2018
Employee Rewards go digital

Employee rewards go digital

With employee retention arguably the most important element in any successful business we look at digital employee reward options that provide a fast, secure and easy way of rewarding your employees.