Articles by Justin Tippett

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 work in a call centre or customer service role, these expert tips will help teach you how to manage angry customers and get the conversation back on track using the HEAT model.

Use these Empathy Statements for customer service or call centre work that will help diffuse the situation and calm down an angry customer.

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

How to retain call centre employees is consistently a challenge for Call Centre Managers so we asked our members to share their top tips.

Learn why Active Listening Skills are so critical in the call centre along with 5 tips on how to instantly improve your performance.