What is a knowledge management tool for call centres
CX Central Podcast

What is a Knowledge Management Tool?

this podcast (and associated article) we explore the value of Knowledge Management Tools for call centres and how they can transform your business.

Inside the Triple Zero contact centre part 2
CX Central Podcast

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.

Erlang C calculator for call centres
CX Central Podcast

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!

CX Hustle Podcast S1E4 Part 1 Triple Zero contact centre
CX Central Podcast

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.

CX Hustle Podcast S1E3 What are Net Promoter Scores
CX Central Podcast

What are Net Promoter Scores?

If you’ve heard the term NPS but not quite sure what it means then this episode will explain the basics behind the Net Promoter Score along with some of the common pitfalls businesses are making, especially in a contact centre environment. 

CX Hustle Podcast S1E2 Daniel Ord
CX Central Podcast

Interview with Daniel Ord

This episode Justin is joined by Founder & Director of Omnitouch Daniel Ord as they discuss a range of topics impacting the call centre industry.

CX Hustle Podcast S1E1 Introduction
CX Central Podcast

The CX Hustle Podcast Introduction

Join Justin Tippett as the host of the CX Hustle podcast 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.