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Member Bytes are short-form learning sessions built for CX and contact centre professionals who don't have time to waste. Each session tackles a specific topic with practical takeaways you can apply immediately.

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Just added Erlang C Explained: How Many Agents Do You Really Need? Justin Tippett · 12:31 See what it covers
✅ Featured Member Byte — free preview

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Using a Customer’s Name Effectively

⏱ 12:29
Justin Tippett — Host Simon Blair — Presenter

Across six measured sectors, use of name scores as low as 5.3% — yet it remains one of the most powerful tools an agent has for building connection and trust in the first moments of a call.

Watch to understand the psychology behind why names carry such weight, and get practical guidance on when and how to use them to lift your scores and your customer experience.

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Call Centres

7 Member Bytes

Member Bytes in this category focus on the practical skills, strategies and benchmarking insights that drive performance in contact centre environments — from agent behaviours and quality frameworks to technology, IVR design and workforce management.

New Erlang C Explained: How Many Agents Do You Really Need?
Justin Tippett — Presenter
Can we cut a head? What happens if calls take longer? Every contact centre leader gets asked these questions, and most of us answer with a gut feel.

This Member Byte shows you how to answer them with numbers. Learn how Erlang C works, then see what one late agent, 20 extra seconds of handle time or 10% more calls really does to your service level.
Topics: Erlang C, Erlang C calculator, call centre staffing, workforce management, service level, average speed of answer, agent occupancy, shrinkage, average handle time, interval planning, power of one, contact centre forecasting
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IVR Best Practices
Justin Tippett — Host Nadine Power — Presenter
Most contact centres have an IVR, but few have truly optimised it — and the gap between a well-designed IVR and a poorly designed one can mean the difference between a seamless customer experience and "death by IVR."

In this Member Byte, Nadine Power and Justin Tippett walk through the fundamentals of IVR best practice — from benchmarking your layers against industry data to leveraging natural language, personalisation, and AI-powered self-service to deliver faster, smarter routing.
Topics: IVR best practices, IVR optimisation, interactive voice response, IVR menu design, natural language IVR, IVR benchmarking, contact centre routing, self-service IVR, IVR personalisation, AI in contact centres, customer intent routing, IVR analytics
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How to Assess & Score Call Centre Quality
Simon Blair — Presenter
Most call centre quality programs produce scores but never actually improve performance — because scoring alone, without the right design, assessment discipline, and coaching integration, changes very little.

In this Member Byte, Simon Blair shares 30 years of hands-on experience building and running quality programs, covering scorecard design, objective assessment, and scoring models that create meaningful differentiation.
Topics: call centre quality assessment, quality scorecard design, assessment standards documentation, objective assessment decisions, calibration sessions, quality program governance, call quality scoring model, binary scoring system, assessor bias, coaching and quality programs, call quality KPIs, contact centre performance measurement
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5 Tips to Improve Contact Centre Performance Management
Nadine Power — Presenter
Most contact centres have a performance management process — but few get the most out of it, often because goals aren't aligned, feedback is too subjective, and high performers are quietly being neglected.

In this Member Byte, Nadine Power shares five practical tips for making performance management more objective, more equitable, and more human — so it actually drives results.
Topics: performance management, contact centre coaching, goal alignment, SMART goals, high performer retention, feedback methodology, removing subjectivity, empathy in leadership, performance reviews, bell curve performance, agent development, contact centre culture
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How to Attract Customer Service Candidates
Deanne Martin — Presenter
Most contact centre leaders are recruiting blind — without real data on who their candidates actually are or what drives them to apply.

In this Member Byte, Deanne Martin from SEEK shares five practical tips drawn from SEEK's own large-scale recruitment experience to help you attract, engage, and retain the right customer service talent.
Topics: candidate attraction, customer service recruitment, job ad copywriting, salary transparency, candidate profiling, work-life balance, employee referral program, contact centre hiring, career development, recruitment engagement process, gender diversity in hiring, candidate retention
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How to Build a Basic IVR
Justin Tippett — Host Elliot Debinski — Presenter
Most contact centres are still logging tickets with vendors and waiting days just to make a simple IVR menu change — when the technology to do it yourself in minutes already exists.

Watch this Member Byte to see a complete IVR built from scratch using drag-and-drop tools, with no coding or technical expertise required.
Topics: IVR setup, call centre IVR, drag and drop IVR, cloud contact centre, IVR menu design, inbound call routing, business hours routing, queue management, contact centre self-service, IVR configuration
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Using a Customer’s Name Effectively
Justin Tippett — Host Simon Blair — Presenter
Across six measured sectors, use of name scores as low as 5.3% — yet it remains one of the most powerful tools an agent has for building connection and trust in the first moments of a call.

Watch to understand the psychology behind why names carry such weight, and get practical guidance on when and how to use them to lift your scores and your customer experience.
Topics: use of name, customer name in calls, call centre quality standards, engage competency, personalising customer interactions, contact centre training, call quality benchmarking, rapport building, difficult customer names, call centre best practice, Australian call centre benchmarks, Dale Carnegie
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Customer Experience

6 Member Bytes

These Member Bytes explore the principles, practices and measurement frameworks that underpin great customer experience — covering journey mapping, VOC, CX strategy, emotion and the behaviours that drive loyalty and advocacy.

Tips on Collecting Voice of Customer Data
Linda Battin — Presenter
Setting up a Voice of Customer program sounds straightforward — until you realise the foundational steps take far more planning than expected, and getting them wrong limits how useful your data will ever be.

In this Member Byte, Melbourne Water's Linda Battin shares the five lessons learned from building a VoC program from scratch, covering single data sources, customer segmentation, stakeholder buy-in, system integration, and go-live readiness.
Topics: voice of customer program setup, VoC data collection, customer listening program, single source of customer data, customer segmentation, stakeholder engagement CX, system integration VoC, survey fatigue, customer feedback program, go-live readiness, data driven decisions, CX program planning
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How to Create a CX First Culture
Justin Tippett — Host Melanie Disse — Presenter
Most organisations know CX matters — the real challenge is building a culture where every team, not just the frontline, actually acts like it.

In this Member Byte, CX strategist Melanie Disse shares practical steps for embedding customer centricity across your organisation — from journey mapping and breaking down data silos to getting the C-suite genuinely invested.
Topics: CX first culture, customer centricity, journey mapping, breaking down silos, customer feedback sharing, employee accountability CX, C-suite CX buy-in, customer experience ROI, organisational culture change, voice of customer, customer understanding, CX team sport
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How to Harness Customer Feedback
Justin Tippett — Host Melanie Disse — Presenter
Most contact centres are sitting on a goldmine of customer feedback — yet the insights rarely make it back to the people who can actually fix the underlying problems.

In this Member Byte, CX strategist Melanie Disse walks through her Insights to Action framework, explaining how to capture unsolicited feedback, use GenAI to analyse it at scale, and build the internal structures needed to turn data into genuine business improvements.
Topics: customer feedback analysis, voice of customer, insights to action, unstructured feedback, contact centre insights, GenAI feedback analysis, customer experience improvement, closed loop feedback, service recovery, customer data silos, CX strategy, acting on customer feedback
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Intro to Human-Centred Design (Part 2)
Rod Netterfield — Presenter
Collecting customer research is only half the job — the harder work is making sense of it without losing what matters most.

Rod Netterfield walks through the define phase of human-centred design, covering how to synthesise empathy research into clear problems and sharpen those problems into the How Might We questions that drive great design.
Topics: human-centred design, HCD define phase, insight synthesis, capture cluster craft, journey mapping, relational mapping, design frameworks, How Might We, authority bias, confirmation bias, customer research synthesis, CX problem definition
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Intro to Human-Centred Design (Part 1)
Rod Netterfield — Presenter
Most organisations jump straight to solving before they truly understand the problem — and human-centred design exists to fix that.

Rod Netterfield walks through the empathy-building phase of HCD, covering four practical research methods that help teams design for real human needs rather than assumed ones.
Topics: human-centred design, HCD, design thinking, double diamond, empathy research, customer interviews, observational research, immersive experiences, qualitative research methods, CX research, customer understanding, confirmation bias
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Customer Journey Mapping Tips
Rod Netterfield — Presenter
Most journey mapping projects that lose their way share one root cause: they skipped the groundwork that makes the whole exercise worthwhile.

In this Member Byte, Rod Netterfield shares five practical tips — from securing sponsorship before you start to measuring progress long after the map is finished — so your next journey mapping project delivers real, lasting change.
Topics: customer journey mapping, journey map, CX strategy, buy-in and alignment, stakeholder sponsorship, customer experience improvement, team collaboration, customer insights, measuring CX, NPS, customer effort score, prioritising CX actions
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