Thought Leadership

CX Thought Leadership

If you are a leader in the CX or call centre industry then our CX Thought Leadership category is a collection of articles published by fellow industry leaders that explore, challenge and predict the future of the CX and call centre industry.

If you’d like to share your thoughts, we encourage articles that stimulate conversation and that share knowledge and experience. Please visit our submit an article page for more information.

And why not join in the conversation? Join our closed groups on either LinkedIn or Facebook.

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.
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.
March 23, 2018
Hidden dangers of call centre upselling

The hidden dangers of call centre upselling

Call centre upselling can be an addiction for some businesses. After all, they've got a customer on the phone so why not try an extract as much revenue as possible from them? But is it coming at a cost to both staff members and customer retention?
February 27, 2018
What does having tattoos mean for employees

What does having tattoos mean for employees?

As human beings, we all have a story to tell. So what does having tattoos mean for someone looking for employment? In this raw and personal article we explore the impact of stereotyping that might just change your view.
October 26, 2017

The real risk to the Philippines contact centre industry

Over 40,000 Philippines call centre jobs will be lost to technology in the next 5 years however there is a much large issue emerging that could decimate the industry.
September 27, 2017

Key Takeaways from the Contact Centre Summit 2017

Save time and digest all the key take aways from the Contact Centre Summit 2017 recently held in Melbourne in under 5 minutes!
September 20, 2017

Do We Still Want Humans in Customer Service?

In the age of increasing automation options for call centres the question has to be asked do we still want humans in customer service?
September 13, 2017
2017 Government Contact Centres Summit

2017 Government Contact Centre Summit – Key Learnings

We've collated all the key learnings from the 2017 Government Contact Centre Summit into one handy article so you can quickly digest how Government is changing the CX to cater for the customers expectations of today.
August 22, 2017
Does a call centre location really matter?

Does a call centre location really matter?

Does a call centre location really matter for customers or for businesses? There are a range of factors that need to be considered and as we are starting to see in Australia, some companies are using the call centre location as a point of difference.
July 3, 2017

Why you should ignore KPIs to improve your performance

Why you should ignore KPIs to improve your performance Years ago – before I smashed my ankle into a thousand pieces surfing – I was training for a marathon. Every […]
June 16, 2017

Is Artificial Intelligence really needed to improve your CX?

Artificial Intelligence. It seems to occupy every other article on customer experience and contact centres. I was reading one today and one quote said customers only ring their contact centre […]
June 13, 2017
Why customers dont care about customer service

Why customers don’t care about customer service (well, not exactly)

There is a lot of truth behind the line that customers don't care about customer service. We reveal what they really care about and why it matters.
June 1, 2017
6 Facts you simply must know about the FUTURE OF CX

6 facts about the future of CX that you should know

After spending an evening with the world famous Don Peppers talking about the future of CX, here's 6 facts about the future of CX that you should know. Facts include the core components you need along with some great examples and references into how the customer expectations and CX delivery models are changing rapidly.
May 22, 2017

The emergence of the Chief Customer (Experience) Officer in APAC

With CX becoming critical to an organisations success are we going to see an emergence of the Chief Customer (Experience) Officer in APAC?
April 28, 2017

Why multi-tasking is not productive

What has Tom Cruise got to do with multi-tasking? Turns out Tom is at the very core of a lesson learnt by Daniel Ord on why multi-tasking is not productive when it comes to a call centre as agents try to juggle phone calls, emails, texts, live chat and more!
April 26, 2017

The CX Robotics Revolution Is Here! What Should You Do?

Make no mistake, Intelligent Process Automation (IPA) is here and here with a vengeance! The People v’s Robots debate has been around for at least two generations (think robots in […]
February 6, 2017
The false economy of CUSTOMER RETENTION

The false economy of Customer Retention

Customer Retention is a tactic widely used by companies across the global but is it just a false economy that creates disloyalty with customers? We explore one example and leave you with some suggestions on how customer retention should be managed.
January 25, 2017

Why Contact Centres are critical to CX over the next decade

From the Author: A nice change from the usual doom and gloom articles that all predict the end of contact centres as we know it. A new survey, admittedly sponsored […]
January 9, 2017
the real truth about employee engagement in call centres

The real truth about employee engagement

The truth about employee engagement in your workplace is that it takes more than just having a staff engagement policy for it to work. But what role is responsible? More often than not its the team leader but are they equipped to improve it?
January 5, 2017
The call centre industries DARK SECRET

The call centre industry’s dark secret

We spill the beans on the call centre industry's dark secret - and its an area we can all improve on if we are truly going to progress as an industry. The fake tours, the classified information and the lack of genuine sharing - are these issues we face in the Australian call centre industry?
December 7, 2016
Why Australian call centre jobs are GOING OFFSHORE

Why Australian call centres are going offshore

Being greeted by someone in an offshore call centre is becoming increasingly common so we explore why Australian call centres are going offshore. And with nine out of ten customers preferring a local call centre is it a risky move for any business?
December 2, 2016
The one role that has the biggest INFLUENCE ON CX

One role has the biggest influence on customer experience

There is one role in the contact centre that has the single most influence on the customer experience. Find out who it is and why they are worth their weight in gold.
November 9, 2016
Why the AHT Metric should BE EXTINCT 2018

Why the AHT metric should be extinct

With changes to the way contact centres operate and a higher focus on quality, its about time the AHT metric should be extinct. We mount the case why Average Handling Time should be removed as a way of measuring a call centre agents performance.
October 6, 2016

Stop channel blending to improve productivity

In a rush to achieve an Olympian-level of productivity, Contact Centre professionals make some all too common mistakes. In our work with Clients we see more and more channels of […]
September 27, 2016
15 things you didn't know about working in the Australian call centre industry

15 things you didn’t know about working in the Australian call centre industry

We reveal 15 things you didn't know about what its like working in the Australian call centre industry from the shared frustrations about long hold times through to the amazing diversity of jobs types there is more than you realise to the average call centre environment.