What is customer experience?

How a Knowledge Management Tool can help your call centre

What call centre manager level are you?

How to extend your call centre career into the broader CX industry

In this Podcast we interview Shane Goldberg to unravel the myths about Customer Journey Mapping and how they can be used to transform your business. We answer the questions on how Customer Journey Maps work, common traps,

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.