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
QA Sample Size
QA sample size is how many calls to review to trust a quality score, set by the precision you need, not the share of calls you cover.Read More »
STAR Method
The STAR method structures behavioural interviews around Situation, Task, Action, and Result to evaluate past performance and predict future capability.Read More »
Upcoming Courses & Events
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June 2026 Retention Foundations
Learn customer-first skills to handle cancellations with empathy and confidence in this 2 × 3-hour June 2026 Customer Retention online course — designed for...View event > -
June 2026 People Leadership for Call Centre Team Leaders
The June 2026 People Leadership & Management for Call Centre Team Leaders teaches practical people-management, engagement and performance conversation...View event > -
June 2026 Reception Customer Service Essentials
The June 2026 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front...View event > -
June 2026 Phone Customer Service Foundations
The June 2026 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event > -
June 2026 Tech Support Foundations
The June 2026 Helpdesk/Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour...View event >
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