Justin Tippett is an award-winning Contact Centre and Customer Experience (CX) expert and founder of CX Central, one of the leading websites in the world for customer management experts.
With decades of experience helping businesses improve their contact centre channel and broader customer experience strategy, this podcast will help you learn more about the latest trends, best practice tips and more featuring interviews with experts from across the globe.
What is a Knowledge Management System?
Host of the CX Central Podcast Justin Tippett is joined by the Managing Director of livepro Brad Shaw to explain all about Knowledge Management software/systems that are now commonly found in contact centres for good reason, it's almost impossible to run a contact centre without one!
Topics covered include:
- What is a Knowledge Management System
- How they work
- Why they are different from Sharepoint, Word Documents, Excel, Intranet sites etc
- Indicative pricing
- Typical benefits (and why it has such a compelling Return on Investment)
- Where you can find a list of suppliers
What is the CCXP (Certified Customer Experience Professional)?
In this episode host, Justin Tippett talks to Daniel Ord, one of only 10 Recognised Training Providers in the world for the CXPA (Customer Experience Professionals Association) to talk about the Certified Customer Experience Professionals accreditation (CCXP).
Topics covered include:
- What the CCXP is
- What are the core competencies
- How to gain your certification
- What's involved in the exam
- The requirements for doing the exam
BPOs/Outsourcing though COVID and beyond
In the latest episode of the CX Central Podcast, host Justin Tippett catches up with Peter Monk - General Manager of Concentrix, Australia New Zealand to talk about the impact COVID has had on the outsourcing/BPO industry throughout 2020 along with some great insight into what to expect next year and beyond.
Key topics include:
How COVID has impacted the Contact Centre Industry
The changing landscape of contact centre outsourcing
Challenges with transitioning quickly to a remote workforce
Change in onshore versus offshore sentiment
Future Predictions for 2021 and beyond including the impact of technology, recruitment, remote work and more.
Quality Assurance Programs in the contact centre
In the latest episode of the CX Hustle, host Justin Tippett catches up with global contact centre expert Daniel Ord to discuss Quality Assurance Programs in the contact centre.
What is the purpose of Quality Assurance in the contact centre?
Do you suffer from Grade Inflation?
Insight into a best-practice Quality Assurance Framework
Who is responsible for measuring QA and for providing feedback to agents
Have you ever worked in a contact centre that has a Quality Assurance checklist to measure the 'quality' of the frontline agents?
Most call centres have one.
But how closely does that reflect the real customer experience?
Let me ask you this:
If you had a call that received a 95/100 or above score, would you blindly (without listening) just forward that to your CEO as an example of a great call?
I suspect not.
The power of a correctly structured Quality Assurance program is one of the most powerful ways to transform your contact centre for both your agents, team leaders and of course the customer.
Yet sadly it's often one of the most misunderstood and applied frameworks we see in the contact centre.
In this 30-minute podcast, Justin and Daniel unpack all you need to know about Quality Assurance Programs in a contact centre that will challenge your current way of thinking and will leave you with a few great tips.
The right way to do gamification at work
In this episode of the CX Hustle Podcast, host Justin Tippett sits down with gamification and contact centre expert Luke Jamieson.
Luke has a long history with contact centres and is a multiple winner of the Auscontact Association Contact Centre Manager of the Year and has been a long term champion of using gamification at work.
Topics covered in the podcast include:
- How Gamification has evolved in the workplace
- The core ingredients required for success
- What demographics and profiles gamification suits best
- The challenges on linking KPIs to gamification
- The numbers - the benefits of implementing gamification at work
- The best rewards to use with gamification
- What to look for in a gamification platform
- Who should be responsible for implementing and managing gamification at work
With contact centres focussing more on the employee experience (EX), gamification provides a great framework that can help improve engagement levels and productivity.
And who wouldn't want that?
Contact Centre Recruitment in 2020
In this episode of the CX Hustle Podcast, we chat to James Witcombe from SMAART Recruitment to discuss Contact Centre Recruitment in 2020 and beyond.
Topics covered include:
- The challenges of recruiting contact centre roles in 2020
- The cost of agent turnover
- The toughest roles to fill
- Tips on how to get recruitment right
- The future of contact centre recruitment
With over 14 years of contact centre recruitment experience, James provides us with a fascinating insight into the challenges and opportunities facing contact centre recruitment both for today and tomorrow.
Customer ReviewsSee All
Love the podcasts, fantastic and informative content. Thank you!
Extremely beneficial content
Great work Justin. I just finished listening to your episode with Daniel Ord. Fantastic to hear your two great contact centre minds come together. The conversation was great to listen to, covering lots of ground and offering terrific advice and insights for all contact centre stakeholders. Congrats.
Cheers Judge.....I got some practical advice I have applied to my business!