ACXPA Guest Authors
We are extremely grateful to the following guest authors who have contributed their time and expertise by writing an article(s) that help inspire, educate and inform us all.
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ACXPA empowers all Australian businesses to deliver purposeful customer experience across voice, digital and retail channels.
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Adam Mulcahy is a seasoned Workforce Planning Manager currently working at the Brisbane City Council, with a proven track record in resource management across diverse industries.
With over a decade of experience, he specialises in optimising staffing requirements, developing budgets, and implementing strategic workforce plans to meet organisational objectives.
His expertise lies in leveraging innovative technologies, fostering stakeholder relationships, and delivering results in high-pressure environments.
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An affiliative leader adept at fostering collaboration, building relationships, and driving team success. Experienced in Call Centre Design and Management as well as Learning and Development domains. Committed to excellence in the customer journey, cultivating a positive work environment, and nurturing learning.
I excel at fostering trust, motivation, and continuous learning. I strike a balance between my leadership focus and my passion for customer excellence frameworks, fostering both the growth and success of my teams.
With a commitment to creating exceptional customer experiences, I empower my team members to excel and continuously develop their skills
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I’m a seasoned CX professional with over a decade of experience helping organisations build and maintain exceptional customer experiences. I have a passion for demonstrating the financial benefits of CX & EX initiatives and sharing industry trends and insights.
I currently write a weekly newsletter called “What’s CEXy,” my audience which you can access on the website link below.
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David brings over 25 years of experience within the Contact Centre, Customer Experience and AI industry. His strategic knowledge of emerging trends and innovation is sought out by CX leaders across the industry sectors.
With a focus on delivering exceptional customer and employee experience, David ensures the careful consideration of technology, process and culture to deliver successful and sustainable outcomes.
David’s career has been as a strategic sales leader working alongside every major contact and customer experience vendor to deliver innovation to Government, Enterprise and Medium-sized businesses.
When not involved in CX David is a life member at Bronte Surf Lifesaving Club, a sometimes marathon runner and a supporter of start-ups.
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Jaquie Scammell is Australia’s leading customer service expert, CEO and Founder of ServiceQ.
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After spending over 30 years working in contact centres and CX, one thing I’ve learnt is there is always something more to learn!
I’m thrilled to be the inaugural CEO of ACXPA, and together with the rest of the team, we’re focused on helping Australian businesses deliver efficient and effective customer experiences via phone, digital and in-person by empowering their employees with the skills, industry insights and professional support networks they need to succeed.
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I am continually striving to harness my 30+ years of professional experience, which I’ve built across multiple industries and geographies, to develop innovative and viable business strategies for both the enterprise I work for and the great clients I get to serve.
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About the Author: Luke Jamieson is one of the top 10 global influencers and thought leaders on customer experience and employee engagement. His rebellious, unconventional approaches have been attributed to him earning such titles. But it’s his combination of vision, high energy, audacious creativity, and mischievous execution that makes him an inspiring and refreshing speaker, podcaster, and blogger.
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Starting in his early 20s as a direct salesperson Marc began specializing in lead generation, telesales and appointment setting. And with the help of mentors and his natural ability, quickly became recognised as a direct marketing and call centre expert.
Over the past 35 years, Marc has provided call centre consulting and training services to a wide variety of B2B and B2C companies in Australia, Canada, Fiji, México, The Bahamas, United Kingdom and the United States of America.
With his worldwide experience managing call centre teams who have won 3 Silver and 3 Gold ‘Ardy’ Awards, mentoring and coaching Call Centre Managers and Team Leaders and having owned a call centre himself, Marc is well aware of the difficulties call centres face in consistently meeting their targets and KPIs.
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Rod has a 15+ year career working for a variety of mid-tier and large global organisations, designing, and implementing customer experience (CX) strategies. He is a co-founder and Director of Humind – a CX design and consultancy collective, aimed at helping organisations to discover, design, and deliver experiences with the human in mind.
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Scott is a Global Employee and Customer Experience strategist, and an advocate for Continuous Improvement. Scott has experience across the SaaS, Telco and Financial Service sectors across multiple regions and countries. Scott uses Human Centric Design methods in his work.
Recently Scott helped a tech Unicorn kick off its CX Strategy and Transformation Program to ensure its success continued. Scott has also led multiple International Teams for large organisations like Telstra and Intuit. In these roles Scott was renowned for focussing on Customer Support, Digital OMNI channel launches/optimisation as well as driving a focus for quality and people development to move the needle.
Scott is originally from the UK and has been in Australia for 15 years now. He is the proud Winner of the Customer Service Executive of the Year in Australia and Internationally.
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Sean McGinn has over 25 years of experience in contact centres and CX, having grown up in operations and contact centres and then going on to General Manager roles in every corner of operations. Sean is a Director at the Agile Contact Centre.
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Daniel is the Director of Operations at MaxContact Australia and has been providing customer engagement technology to businesses in a range of industries. His aim is to ensure that brands can equip their teams with the tools they need to provide the customer experience that their consumers expect.
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A highly motivated and passionate IT leader, who has been instrumental in steering organisations through significant transformations and growth. Since 2023, I lead Revity – an IT consultancy focusing on helping organisations to improve their Contact Centres by building great digital experiences, intelligent IVRs, smart routing and automation of the manual tasks to improve agent’s efficiency.
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Rajesh is an expert in automation cost assessments, deal strategy, pricing and automation delivery. He has 20+ years of experience in Business Process outsourcing (BPO) and Customer Experience (CX) space and he is currently the Co-Founder and CEO of Automater.
Latest Articles
How Workforce Planning Drives a Better Customer Experience
Discover how Workforce Planning goes beyond scheduling to create a people-first approach that drives exceptional customer experiences in contact centres.Read article »
How to Set KPIs for Call Centre Team Leaders
How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.Read article »
Latest Podcast
What is CX Maturity?
Learn why having a mature CX strategy matters, what a CX maturity curve is, and the three core drivers of CX maturity (and why the order is important!).Listen now »
Latest Glossary Terms
Overflow Calls
Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.Read More »
Employee Pulse Checks
Employee pulse checks are short, frequent surveys that measure employees' sentiments, engagement levels, and overall workplace experience.Read More »
Upcoming Courses & Events
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November 2024 Customer Journey Mapping
Gain all the skills, tools and support you need to start Customer Journey Mapping in the November 2024 Customer Journey Mapping training...View event > -
November 2024 Retail and Hospitality Sales and Service PRO
The November 2024 Retail Sales & Service PRO course teaches premium customer service and sales skills to frontline employees in a 3 x 3-hour sessions online/virtual...View event > -
November 2024 Inbound Phone Sales Professional
Improve your employee's sales conversions and customer service skills in this November 2024 Inbound Phone Sales Professional training course designed for all...View event > -
Psychosocial Hazards and Workplace Integration
This is your chance to network and gain invaluable insights, share experiences, and collaborate with fellow leaders who are just as passionate about creating safer, healthier...View event > -
November 2024 Retail Essentials
The November 2024 Retail Essentials training course teaches customer service and sales skills to employees in a short, live 3 hour online/virtual...View event >
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