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
Customer Service Best Practices for Medical & Health Practices
Discover 30 customer service best practices for medical practices — from essential phone and reception standards through to what the leading patient-centric practices are doing right now. Free checklist included.Read article »
Erlang C Isn’t Broken — But Your Workforce Planning Might Be
Erlang C still has a place in contact centre workforce planning, but it was built for a simpler world. This article explores where it still works, where it breaks down, and what leading contact centres are using instead.Read article »
Latest Glossary Terms
First Contact Resolution
First call resolution measures whether a customer's issue was resolved on their first contact, with no need to follow up.Read More »
Conformance
Conformance measures the total time a contact centre agent actually worked compared with the total time they were scheduled to work.Read More »
Upcoming Courses & Events
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June 2026 Inbound Phone Sales Essentials
The June 2026 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event > -
July 2026 Tech Support Foundations
The July 2026 Helpdesk/Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour...View event > -
CX Roundtable July 2026
The ACXPA July 2026 Live CX Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured format. Each...View event > -
Call Centre Roundtable July 2026
The July 2026 ACXPA Live Contact Centre Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured...View event > -
July 2026 Frontline Customer Service Essentials
The July 2026 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service....View event >
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