Popular Articles

If you are short and time and want to go straight to some of the best articles about the call centre or CX industry then our Popular Articles category is made for you!

This category is constantly updated so check back here to keep across the most popular articles published on CX Central.

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 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 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!
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.
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.
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.
March 23, 2017
The future of CALL CENTRE OUTSOURCING IN AUSTRALIA

The future of call centre outsourcing in Australia

With another closure of an Australian BPO recently we asked senior call centre BPO industry leaders what is the future of call centre outsourcing in Australia? The honest and frank assessment provides some good insight into how the BPO industry is evolving to remain relevant and competitive.
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.
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?
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.
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.
September 19, 2016
11 Simple things the BEST CALL CENTRES DO

11 Simple things the best call centres do to engage their staff

With call centre staff retention always a big issue, we share 11 things the best call centres do that will help keep your staff engaged and result in higher retention, less turnover and less sick leave.
July 8, 2016
10 LEADERSHIP TIPS that will make you a better leader

10 leadership tips that will make you a better leader

No matter what your background is or what your experience is in leadership, these 10 leadership tips are guaranteed to make you a better leader. With call centres in particular providing lots of career opportunities and people management a core requirement, nurturing great leaders is critical for long term success.
June 1, 2016
how to improve complaints handling

How to improve complaints handling in your call centre

We've got 19 tips on how to improve complaints handling in your contact centre/call centre through different organisational lenses that will transform your complaints handling processes and improve the customer experience.
May 17, 2016
The 15 best things about working in a call centre

The 15 best things about working in a call centre

Sure its not for everyone but we think working in a call centre gets a bad wrap so we reveal the 15 best things about working in a call centre!