Recently Updated Articles on CX Central

With hundreds of articles published on CX Central dating back to when we first launched in 2011 there is no doubt that staying on top of all those articles is not easy!

Whilst some of the articles are timeless e.g. Empathy Statements to use in Customer Service, many articles can and do date so we are constantly updating content to try and provide the best experience for our audience.

If you’ve noticed an out of date article please contact us and let us know and we’ll do our best to update it.

The most recently updated articles on CX Central

hybrid workplace challenges

Challenges of the plug-and-play hybrid workplace

Businesses need to empower, develop and protect contact centre agents. With hybrid workplaces here to stay, onboarding must include tech training!

A guide to purchasing call centre headsets in Australia

Purchasing tips for call centre headsets

These purchasing tips for call centre headsets in Australia will ensure you make the right decisions to enable your agents to perform at their best.

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2021 Auscontact Award Winners

2021 Auscontact State & National Award Winners

Congratulations to the 2021 Auscontact Association Award Winners for the best call centre individuals and organisations in Australia.

Tips for creating an effective customer journey map

Guide to Creating an Effective Customer Journey Map

Learn some tips on creating an effective customer journey map to improve the customer experience and grow your business.

How to improve your CX using customer journey mapping

How to transform your business with Customer Journey Mapping

Customer Journey Mapping is the latest weapon in helping businesses identify and transform the customer experience. We explain the methodology behind it and the knowledge you need to get started.

How to Improve Your CX with Customer Journey Mapping

Improve Your CX with Customer Journey Mapping

Learn how to improve your CX with Customer Journey Mapping with these 8 expert tips to supercharge your customer experience.

Title of 8 Tips to Provide Exceptional Customer Service with a picture of a happy call centre worker

Tips to Provide Exceptional Customer Service via the Contact Centre

Give your business the critical edge with these 8 ways to Provide Exceptional Customer Service through the contact centre.

coachable call structure for sales and service in a call centre

Coachable Call Structure

An easy-to-learn and coach Call Structure for call centre agents that works for sales or service without the use of a script!

Australian call centres longest wait times

Australian call centres longest wait times 

In Channels Nine’s latest bid for a Walkley Award, reporter Nat Wallace’s investigation has revealed Australia’s longest call centre wait times. Its a hard-hitting piece of journalism that leaves no stone unturned in hunting down the worst offenders.

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Tips on recruiting for soft skills in a call centre featuring a call centre worker with a headset

Recruiting for soft skills in call centres 

Recruiting for soft skills in call centres is critical for success so we’ve got some tips and sample interview questions you can use.

Measuring call centre agent soft skills

How important are call centre agent soft skills?

Why call centre agent soft skills are critical in providing an exceptional customer experience and tips on how to measure soft skills in your QA process.

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Best practice tips for recruiting customer service staff

Tips for recruiting customer service staff

We share some tips on recruiting customer service staff including 5 expert tips on how to identify the good staff during the recruitment process.

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Active listening skills for call centre agents

Active listening skills for call centre agents

5 Tips on how to improve Active listening skills for call centres – one of the most important skills a call centre agent can have!

Free download of a call centre team leader job description

Team Leader Job Description

It can be tricky writing a contact centre Team Leader job description so we’ve done the hard work for you with this free template.

Positive Effects of Remote Work on your mental health

The Positive Effects of Remote Work on Mental Health

COVID forced a change? Sick of being chained to a desk and a long commute? Learn 7 Positive Effects of Remote Work for your Mental Health.

The cost of bad customer service in Australia

The cost of bad customer service in Australia

What is bad customer service costing your organisation? According to the latest research Australian businesses lose over 122 Billion dollars by not providing a great customer experience. Thankfully there is one simple solution to help improve your customer service that is free to implement and costs nothing to purchase.

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10 Signs you've been working in a call centre too long

10 Signs you’ve been working in a call centre too long

There is a lot to love about working in a call centre (seriously!) but here are 10 signs you’ve been working in a call centre too long. And if you can relate to at least 5 of them maybe its time to seek urgent professional help!

Can Digital People deliver empathy

Can Digital People deliver empathy at scale?

Can ‘digital people’ deliver empathy at scale? We hear from CX experts to unpack the pros and cons of using digital people to handle customers enquiries.

A robot arm holding a red phone with the title Six ways AI can reduce call centre wait times

How AI can reduce call waiting time

Learn 6 ways AI can reduce call waiting time that will make your business more efficient and improve customer satisfaction.

Is the Philippines contact centre industry on the decline?

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.