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
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 »
Why Looking at AHT Outliers Matters
Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.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 »
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CX Roundtable September 2025
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September 2025 Managing Difficult Customers
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Call Centre Roundtable September 2025
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September 2025 Reception Customer Service PRO
Perfect for receptionists and front-desk professionals, the September 2025 Customer Service Reception PRO course builds premium service skills to boost confidence,...View event > -
September 2025 Tech Support Customer Service Foundations
The September 2025 Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour...View event >
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