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
2026 Australian Contact Centre Best Practice Report
The 2026 Contact Centre Best Practice Report: AI automation and self-service, observability, attrition, team leaders, rankings and salaries.Read article »
Customer Service Best Practices for Medical & Health Practices
33 customer service best practices for medical practices, covering the phone, reception, delays, complaints and what leading practices do differently.Read article »
Latest Glossary Terms
Next Issue Avoidance
Next Issue Avoidance is resolving a customer's likely next problem during their current contact, to prevent a repeat contact.Read More »
Offshoring
Call centre offshoring is moving customer service or back-office work to a distant, lower-cost country for the labour saving.Read More »
Upcoming Courses & Events
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August 2026 Inbound Phone Sales Essentials
The August 2026 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event > -
August 2026 Frontline Customer Service Essentials
The August 2026 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service....View event > -
September 2026 Public Sector Foundations
The September 2026 Public Sector Customer Service Foundations course improves phone, email and in-person skills via 2 x 3-hour live online...View event > -
CX Roundtable September 2026
The ACXPA September 2026 Live CX Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured format....View event > -
September 2026 Managing Difficult Customers
Learn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour September 2026 online course - suitable for...View event >
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