Articles by Justin Tippett

Erlang C still has a place in contact centre workforce planning, but it was built for a simpler world. This article explores where it still works, where it breaks down, and what leading contact centres are using instead.

Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes.

Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.

Discover everything you need to know about call centre hold music including best practices, the psychology of what customers like, music selection and more!

Industry insights into the worst call centre hold times in Australia along with the worst customer service by industry and what companies can do to turn it around.

A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations.

If you work in a job that is on the phones all day, these signs you really work in a call centre will be immediately identifiable!

As ChatGPT takes the world by storm, we share some current and future benefits and tips for enhancing CX using generative AI.

20 Complaints Management tips for any business/company that needs to improve their complaints handling processes, procedures, KPIs and more.

All you seem to hear is bad things about working in a call centre so in response, here are the 15 Best things about working in a call centre!

If you’re considering outsourcing to an Australian contact centre this vendor-agnostic article contains costs, key facts and info you need to know!

Practical, evidence-based ways to retain call centre employees — covering the foundations that drive retention and the perks that amplify it.