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If you’ve noticed an out of date article please contact us and let us know and we’ll do our best to update it.
Originally Posted: March 4, 2022 Last Updated: March 4, 2022
Knosys secures Government Tender to supply Knowledge Management Solutions for Service SA and Service Tas.
Originally Posted: September 8, 2016 Last Updated: January 19, 2022
There are three critical attributes of a good contact centre – we reveal what they are and explain why the contact centre plays a critical role in CX.
Originally Posted: December 22, 2021 Last Updated: December 22, 2021
Uniphore’s Ravi Saraogi reveals what trends to expect for CX in 2022 including AI, low-code and promise management.
Originally Posted: December 13, 2021 Last Updated: December 13, 2021
7 Contact Centre Reward and Recognition principles that have stood the test of time in boosting employee engagement!
Originally Posted: December 2, 2021 Last Updated: December 2, 2021
Businesses need to empower, develop and protect contact centre agents. With hybrid workplaces here to stay, onboarding must include tech training!
Originally Posted: July 14, 2015 Last Updated: December 2, 2021
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.
Originally Posted: September 11, 2021 Last Updated: November 23, 2021
Congratulations to the 2021 Auscontact Association Award Winners for the best call centre individuals and organisations in Australia.
Originally Posted: June 24, 2021 Last Updated: November 15, 2021
Learn some tips on creating an effective customer journey map to improve the customer experience and grow your business.
Originally Posted: November 28, 2016 Last Updated: November 15, 2021
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.
Originally Posted: September 22, 2021 Last Updated: November 15, 2021
Learn how to improve your CX with Customer Journey Mapping with these 8 expert tips to supercharge your customer experience.
Originally Posted: November 15, 2021 Last Updated: November 15, 2021
Give your business the critical edge with these 8 ways to Provide Exceptional Customer Service through the contact centre.
Originally Posted: September 18, 2021 Last Updated: November 12, 2021
An easy-to-learn and coach Call Structure for call centre agents that works for sales or service without the use of a script!
Originally Posted: April 16, 2017 Last Updated: November 9, 2021
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.
Originally Posted: November 8, 2021 Last Updated: November 8, 2021
Recruiting for soft skills in call centres is critical for success so we’ve got some tips and sample interview questions you can use.
Originally Posted: March 5, 2015 Last Updated: November 8, 2021
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.
Originally Posted: June 8, 2015 Last Updated: November 8, 2021
We share some tips on recruiting customer service staff including 5 expert tips on how to identify the good staff during the recruitment process.
Originally Posted: August 1, 2019 Last Updated: November 2, 2021
5 Tips on how to improve Active listening skills for call centres – one of the most important skills a call centre agent can have!
Originally Posted: November 2, 2021 Last Updated: November 2, 2021
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.
Originally Posted: December 16, 2019 Last Updated: November 2, 2021
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.
Originally Posted: July 12, 2016 Last Updated: November 1, 2021
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.