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
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 »
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 »
Latest Glossary Terms
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 »
Customer Churn Rate
Customer churn rate is the percentage of customers or revenue lost over a period — and the most commonly misquoted metric in retention.Read More »
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April 2026 Real-Time WFM for Contact Centre Analysts
The April 2026 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role...View event > -
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Learn proven skills to manage payment conversations, disputes and debt recovery with professionalism and empathy in this 2 × 3-hour April 2026 online course —...View event > -
April 2026 Retention Foundations
Learn customer-first skills to handle cancellations with empathy and confidence in this 2 × 3-hour April 2026 Customer Retention online course — designed for...View event > -
May 2026 How to Be a Great Call Centre Team Leader
The May 2026 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders....View event > -
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The May 2026 Inbound Phone Sales Foundations training course teaches premium sales skills to improve conversions on inbound phone calls, delivered via 2 x 3-hour...View event >
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