Call Centre Hold Music and IVR Recordings Host of the CX Central Podcast Justin Tippett interviews the founder of McGirvanmedia Audio Solutions, Alan McGirvan, on a critical component of contact centre management that is often neglected – message on hold, IVR recordings and voice translations. In many call centres, it seems to be a bit of a lottery as to who’s voice is used to record messages and the result is often poor. Typically it’s someone that was either ‘strongly encouraged’ to do it or perhaps the local extrovert that was asked to record a few lines for the call recordings. Of course ..read more

Contact Centre Mythbusting Part 2 Global experts Justin Tippett and Daniel Ord join forces again in the Contact Centre Mythbusting Part 2 to bust some contact centre management myths focussing on success metrics including AHT, Occupancy and more! If you’re in a contact centre manager role (or aspire to be) there’s plenty of gold nuggets in this podcast including: The metrics you shouldn’t be using for agents (and why) including: Occupancy AHT Number of Calls Why Adherence to Schedule is so important The ‘Pooling Principle’ Normalisation and True Calls Per Hour The correlation between AHT a ..read more

Everything you need to know about Call Centre Headsets In this episode of the CX Central Podcast Justin Tippett caught up with Geoff Crane, Sales Director Australia/NZ for EPOS to provide some insight into all things call centre headsets including: – The different types of headsets and connection options – The difference between Bluetooth and DECT wireless phones – Noise cancellation and acoustic shock – How headsets can complement the new flexible work environment With workplaces using so many different types of computers and phones and workers scattered between home and the office choosing t ..read more

Contact Centre Team Leader Myths Debunked Local Team Leader coaching expert Marc Carriere joins host Justin Tippett to debunk some common myths about Call Centre Team Leaders. Myths covered in this episode: Really good team members make great Team Leaders Team Leaders must be subject matter experts Call Centre Managers have the skillset and time to train their Team Leaders Team Leaders have the time to develop their teams Only large companies benefit from developing their teams Listen to the Podcast: You can play directly in the browser below right now or you can find the Podcast in all your ..read more

Taking Aussie Businesses to the World Host Justin Tippett interviews the CEO of Panviva, Ted Gannan, to learn more about how Knowledge Management Systems can transform a business and how Panviva evolved and took their product to the world. In this episode: What a Knowledge Management System actually is How KMS can help any business Why a Knowledge Management Platform can benefit more than just a contact centre How Panviva’s strategy helped propel them into a global market The challenges of breaking into a global market and why persistence pays! We’ve got some handy links below and if you wan ..read more

Contact Centre Mythbusting Part 1 – Customer Wait Time In part 1 of their Mythbusting episodes, they focus on Customer Wait time including: Service Levels/Response Times Intervals Quality versus Performance Industry Standards Wait time metrics including abandonment rate & ASA Using readerboards/call boards It’s a short (under 25 minutes) fun and educational insight into contact centre management suitable for anyone who manages (or would like to manage) a contact centre. Listen to the Podcast: You can play directly in the browser below right now or you can find the Podcast in all your usu ..read more

The Truth About CX In this episode of the CX Central Podcast Justin Tippett and Daniel Ord talk openly and honestly about Customer Experience including: Real-world learnings from conducting a range of CX classes (what people struggle with, what are the wow moments etc) A definition of what CX actually is (including a version that Daniel uses a lot in his classes) The difference between Customer Service and Customer Experience (so you’ll never be confused again!) Why it’s so hard to get traction on CX within organisations along with a hot tip on how to change it. Listen to the Podcast: You ca ..read more

Interview with Marc Carriere Justin Tippett interviews Marc Carriere to discuss the perils and opportunities of promoting contact centre Team Leaders from within the centre. Includes 5 best-practice tips for being a great Team Leader in a contact centre! Listen to the Podcast: You can play directly in the browser below right now or you can find the Podcast in all your usual places to download and listen to later. Watch the Podcast: As well as listening to the podcast, you can also watch the interview on our new YouTube Channel or just click play below: Quick links: Find suppliers of CX & ..read more

Interview with Dr. Jason Price Host of the CX Central Podcast Justin Tippett interviews Dr. Jason Price – formerly the leader of an independent management consultancy that helps businesses improve the quality, efficiency and performance of customer-facing services. Jason has extensive experience in helping a range of businesses transform their customer experience and in this podcast we discuss: What C-suite leaders should do to change the customer experience; How contact centre leaders and front line staff can tackle organisation silos that prevent service improvement; Why story-telling based ..read more

Interview with Maksim Lukascuk, Sales Engineering Manager, Avaya (Nordic Region) Host of the CX Central Podcast Justin Tippett interviews Maksim Lukascuk, Sales Engineering Manager, Avaya (Nordic Region) Maksim has extensive experience in contact centre technology delivering a range of large and complex CX and EX projects for Avaya. But in additional to be an expert at contact centre technology, Maksim has also gained his CCXP (Certified Customer Experience Professional) qualifications that give him a unique insight into using technology to improve the customer experience (and how the two are ..read more