In this episode of the CX Matters Podcast, host Justin Tippett speaks with Jaquie Scammell, Australia's leading Customer Service expert to discuss the future of customer service and how you can prepare.
In this CX Matters Podcast, we provide a short definition of 'what is customer service?' and the three 't's' you need to know.
In this CX Matters Podcast, we get a fascinating insight into the career of Jaquie Scammell, Australia's leading Customer Service expert.
Latest Articles
Using AI in Recruitment for Call Centres
Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes.Read article »
2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report - the largest in Australia.Read article »
Latest Glossary Terms
Shrinkage
Call centre shrinkage< is the percentage of paid time that agents are available to handle customer calls — due to breaks, meetings, training, leave, sickness, coaching, late starts, system downtime, and more.Read More »
Peak End Rule
If you want to share and earn points please login firstRead More »
Upcoming Courses & Events
-
September 2025 Technical Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this September 2025 Tech Support Customer Service Essentials course is delivered via a live...View event > -
September 2025 Introduction to Contact Centre Management
Fast-track your knowledge of contact centre management in this 2 x 3-hour course September 2025 introduction course delivered by Australian contact centre expert...View event > -
September 2025 Customer Experience (CX) Management Training
The September 2025 CX Management Fundamentals course is the gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated...View event > -
CX Roundtable October 2025
Join us for our free CX Roundtables featuring a special guest each month to share practical insights for customer experience (CX) professionals and the chance to connect and...View event > -
Call Centre Roundtable October 2025
Join us for our free Call Centre Roundtables featuring a special guest each month to share practical insights for contact centre professionals and the chance to connect and...View event >
ACXPA PLATINUM SPONSORS
ACXPA SILVER SPONSORS
ACXPA BRONZE SPONSORS
