Articles by Justin Tippett
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After more than 30 years in contact centres and CX, I’ve built, run, outsourced and transformed just about every kind of customer operation there is — and I’m still as fascinated by getting it right as I was on day one. That’s what I love about this profession: there’s always more to learn.
As founder and CEO of ACXPA, I’m on a mission to raise the standard of customer experience as a profession — Australian-founded, and increasingly on the global stage. Through ACXPA and our specialist training arm, CX Skills, we help businesses and their frontline teams deliver customer experiences that actually work — on the phone, digital and in person — with the skills, standards and insight to back it up.
Erlang C Isn’t Broken — But Your Workforce Planning Might Be
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.
Using AI in Recruitment for Call Centres
How AI is used across the call centre hiring funnel — market data, 8 practical examples with prompts, pros and cons, and the metrics that matter.
The Science of Call Centre Hold Music
Call centre hold music shapes a caller’s mood before an agent even speaks. What actually works on phone audio, the psychology of waiting, virtual callbacks and iOS 26 Hold Assist, Australian licensing rules, and how to cut abandonment.
Worst Call Centre Hold Times in Australia
The worst call centre hold times in Australia by industry, why long waits are a deliberate business decision, and practical ways to get through faster.
Popular Call Centre Metrics
The 10 most popular call centre metrics — Service Level, ASA, AHT, FCR and more — with formulas, benchmarks and how to read each in context.
Tips for Enhancing CX Using Generative AI
Generative AI is now everywhere in CX — the useful question is where it genuinely helps and where it quietly backfires. Here are the uses that earn their place, and the guardrails that make them work.
20 Complaints Management Tips to Improve your CX
Complaints are a whole-business issue, not a frontline afterthought. 20 practical complaints management tips across people, process, measurement and technology — reduce cost-to-serve and turn complaints into insight.
15 Best things about working in a call centre
All you hear are the negatives — so here are 15 of the best things about working in a call centre, from lifelong friends to real career paths and better pay than you’d think.
Outsourcing to an Australian Contact Centre
A 30-year practitioner’s vendor-agnostic guide to outsourcing your contact centre — what to outsource, real onshore and offshore costs, commercial models, and how to choose the right partner.
Tips on how to retain call centre employees
Practical, evidence-based ways to retain call centre employees — covering the foundations that drive retention and the perks that amplify it.
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