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
Employee Experience
Employee experience is the deliberately-designed sum of every interaction an employee has with an organisation — not engagement, not perks.Read More »
Customer Retention Rate
Customer retention rate is the percentage of customers kept over a period — the mirror of churn, and the scorecard investors and boards rely on.Read More »
Upcoming Courses & Events
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May 2026 Customer Service Phone Essentials
The May 2026 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
May 2026 Frontline Customer Service Essentials
The May 2026 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service....View event > -
May 2026 Reception Customer Service Essentials
The May 2026 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front...View event > -
May 2026 Technical Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this May 2026 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event > -
June 2026 Contact Centre Coaching PRO
In this June 2026 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and...View event >
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