Articles by Justin Tippett
- About the Author
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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.
The Science of Call Centre Hold Music
Discover everything you need to know about call centre hold music including best practices, the psychology of what customers like, music selection and more!
Worst Call Centre Hold Times in Australia
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.
Popular Call Centre Metrics
A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations.
7 Hilarious signs you really work in a call centre
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!
20 Complaints Management Tips to Improve your CX
20 Complaints Management tips for any business/company that needs to improve their complaints handling processes, procedures, KPIs and more.
15 Best things about working in a call centre
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!
How to Manage Angry Customers
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.
Empathy Statements for Customer Service
Use these Empathy Statements for customer service or call centre work that will help diffuse the situation and calm down an angry customer.
Outsourcing to an Australian Contact 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!
Tips on how to retain call centre employees
How to retain call centre employees is consistently a challenge for Call Centre Managers so we asked our members to share their top tips.
Active Listening Skills for Call Centres
Learn why Active Listening Skills are so critical in the call centre along with 5 tips on how to instantly improve your performance.
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