The CX Hustle Podcast
We continue our fascinating insight into the ESTA (Triple Zero) call centre and how they manage the call centre and their staff in a high-stakes workplace.
A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!
ESTA is the contact centre that handles the Triple Zero emergency calls in Victoria and in this podcast, we get an amazing insight into their call centre operations and people management.
If you've heard the term NPS but not quite sure what it means then this episode will explain the basics behind the Net Promoter Score along with some of the common pitfalls businesses are making, especially in a contact centre environment.
This episode Justin is joined by Founder & Director of Omnitouch Daniel Ord as they discuss a range of topics impacting the call centre industry.
Join Justin Tippett as the host of the CX Hustle podcast as he brings you the latest tips, insights and trends specifically relating to Customer Experience (CX) and call centres including interviews with key Call Centre industry leaders.