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The CX Hustle Podcast

Justin Tippett

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The CX Hustle Podcast

The CX Hustle Podcast

Justin Tippett

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About Us

Customer Experience (CX), Call Centres and Customer Service for Business

Latest Episodes

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?

25 MIN2019 DEC 17
Comments
The right way to do gamification at work

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.

32 MIN2019 DEC 12
Comments
Contact Centre Recruitment in 2020

Tips for new call centre managers

Starting a new call centre management role can be daunting whether its a small or large centre with technology, people management, stakeholder management and more to quickly get your head around. Luckily the host of the CX Hustle Podcast Justin Tippett and global call centre guru Daniel Ord share some tips to help you succeed. Topics we cover include: -The importance of having operational mastery in Call Centres -The importance of Team Leaders -The types of skills you need to flourish -Leadership -Influence -Networking -What type of reporting is important -Strategy -Some key questions and answers good call centre managers should be able to answer.

19 MIN2019 NOV 13
Comments
Tips for new call centre managers

Call Centre Outsourcing in 2019

In this CX Hustle Podcast we talk to Peter Monk, Country Manager of Australia and New Zealand for Concentrix. Peter was recently at the 2019 Auscontact National Conference so we took the opportunity to catch up with him in person to discuss the future of BPOs in Australia and Offshore. In this 14 minute chat, we covered a range of topics including: -The local Australian BPO sector and what the future looks like -How BPOs will survive now and in the future -How the changing customer demographics are forcing change -The influenceof CX (Customer Experience) in how BPOs are managing customers using different channels -The changes to BPO commercial models given call volumes are reducing -The growth of Back Office functions -An insight into offshoring to the PhilippinesBPO industry -Tips on engaging a BPO and how it can benefit your business

14 MIN2019 OCT 27
Comments
Call Centre Outsourcing in 2019

What is Customer Experience?

In the latest CX Hustle Podcast with Justin Tippett and guest Daniel Ord, they tackle the topic of what is Customer Experience to bust some of the common misconceptions about 'CX'. By taking a listen you'll understand the 6 core competencies of Customer Experience as defined by the global CCXP framework along with some great examples and stats as to why CX matters for business.

22 MIN2019 OCT 18
Comments
What is Customer Experience?

What call centre manager level are you?

It's common knowledge that the majority of call centre managers typically started their careers on the frontline talking directly to customers. And whilst knowing the job from the inside-out can have its advantages, it often leaves call centre managers with a very myopic perspective having limited exposure of fundamental call centre management skills. Those fundamental skills can apply to managing any call centre regardless of the industry, location or size of the contact centre. In this podcast Justin Tippett and Daniel Ord cover the following topics: - The two types of call centre managers. - The four skill levels of call centre managers. - The most important skill for call centre managers in today's world. - What contact centre managers should be focussed on next. If you are a current contact centre manager or have responsibility for the contact centre channel this episode is a must-listen!

20 MIN2019 SEP 29
Comments
What call centre manager level are you?

What is a Knowledge Management Tool?

With the calls becoming increasingly complex being handled by call centre agents, how are call centre managers ensuring their agents have up to date information and are not providing the wrong information to customers? Knowledge Management Systems are becoming a key component of the modern contact centre delivering a range of benefits including: -Increased Customer Satisfaction -Cost savings -Increased revenue -Improved compliance -Improvements to staff engagement They are all pretty big-ticket items and unlike other emerging technology, Knowledge Management Tools have proven results and are surprisingly affordable. In this podcast, I talk to Brad Shaw, CEO of Livepro to dig under the bonnet about Knowledge Management Systems including what they are, how they work and why you should have one!

29 MIN2019 AUG 8
Comments
What is a Knowledge Management Tool?

How can you extend your call centre career?

In this Podcast, I talk to world-renowned CX expert Daniel Ord to discuss a couple of big topics: - What is Customer Experience (CX) and how does it relate to call centres? - How do you transition from being a call centre manager to a broader CX role to extend your call centre career? As with all of Daniel's interviews, he always provides a couple of gold nuggets that you can use immediately in your role!

20 MIN2019 JUL 29
Comments
How can you extend your call centre career?

Customer Journey Mapping

Customer Journey Mapping Podcast In this Podcast, I talk to Shane Goldberg from CustCore Consulting 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, the special tools you require and more! You can find details about our upcoming training course on Customer Journey Mapping by clicking here - there's a great discount coupon code to look out for at the end of the podcast as well :)

25 MIN2018 NOV 2
Comments
Customer Journey Mapping

Triple Zero Contact Centre Part 2

Triple Zero Contact Centre Part 2 We continue ourfascinating insight into the Emergency Services Telecommunication Authority (ESTA) who manage the Triple Zero call centre for Victoria. In this episode, Part 2, we continueour chat with Dr Amee Morgans exploring the following topics: * Training * Learning Management Systems * Performance Reviews and Quality Targets * Support Ratios * How staff are supported * Real stories * How ESTA works with agencies to improve outcomes for the community * The consequences of getting things wrong * What the future looks like (video calls, omnichannel, drones, etc) If you missed Part One of our Podcast you can listen to it here or you can find us directly on iTunes. Also,don't miss our fascinating chat with two of the amazing staff to find out what makes them tick along with how they handle the pressure of the job. Read: Triple Zero Heroes Listen to the Podcast

24 MIN2018 OCT 7
Comments
Triple Zero Contact Centre Part 2

Latest Episodes

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?

25 MIN2019 DEC 17
Comments
The right way to do gamification at work

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.

32 MIN2019 DEC 12
Comments
Contact Centre Recruitment in 2020

Tips for new call centre managers

Starting a new call centre management role can be daunting whether its a small or large centre with technology, people management, stakeholder management and more to quickly get your head around. Luckily the host of the CX Hustle Podcast Justin Tippett and global call centre guru Daniel Ord share some tips to help you succeed. Topics we cover include: -The importance of having operational mastery in Call Centres -The importance of Team Leaders -The types of skills you need to flourish -Leadership -Influence -Networking -What type of reporting is important -Strategy -Some key questions and answers good call centre managers should be able to answer.

19 MIN2019 NOV 13
Comments
Tips for new call centre managers

Call Centre Outsourcing in 2019

In this CX Hustle Podcast we talk to Peter Monk, Country Manager of Australia and New Zealand for Concentrix. Peter was recently at the 2019 Auscontact National Conference so we took the opportunity to catch up with him in person to discuss the future of BPOs in Australia and Offshore. In this 14 minute chat, we covered a range of topics including: -The local Australian BPO sector and what the future looks like -How BPOs will survive now and in the future -How the changing customer demographics are forcing change -The influenceof CX (Customer Experience) in how BPOs are managing customers using different channels -The changes to BPO commercial models given call volumes are reducing -The growth of Back Office functions -An insight into offshoring to the PhilippinesBPO industry -Tips on engaging a BPO and how it can benefit your business

14 MIN2019 OCT 27
Comments
Call Centre Outsourcing in 2019

What is Customer Experience?

In the latest CX Hustle Podcast with Justin Tippett and guest Daniel Ord, they tackle the topic of what is Customer Experience to bust some of the common misconceptions about 'CX'. By taking a listen you'll understand the 6 core competencies of Customer Experience as defined by the global CCXP framework along with some great examples and stats as to why CX matters for business.

22 MIN2019 OCT 18
Comments
What is Customer Experience?

What call centre manager level are you?

It's common knowledge that the majority of call centre managers typically started their careers on the frontline talking directly to customers. And whilst knowing the job from the inside-out can have its advantages, it often leaves call centre managers with a very myopic perspective having limited exposure of fundamental call centre management skills. Those fundamental skills can apply to managing any call centre regardless of the industry, location or size of the contact centre. In this podcast Justin Tippett and Daniel Ord cover the following topics: - The two types of call centre managers. - The four skill levels of call centre managers. - The most important skill for call centre managers in today's world. - What contact centre managers should be focussed on next. If you are a current contact centre manager or have responsibility for the contact centre channel this episode is a must-listen!

20 MIN2019 SEP 29
Comments
What call centre manager level are you?

What is a Knowledge Management Tool?

With the calls becoming increasingly complex being handled by call centre agents, how are call centre managers ensuring their agents have up to date information and are not providing the wrong information to customers? Knowledge Management Systems are becoming a key component of the modern contact centre delivering a range of benefits including: -Increased Customer Satisfaction -Cost savings -Increased revenue -Improved compliance -Improvements to staff engagement They are all pretty big-ticket items and unlike other emerging technology, Knowledge Management Tools have proven results and are surprisingly affordable. In this podcast, I talk to Brad Shaw, CEO of Livepro to dig under the bonnet about Knowledge Management Systems including what they are, how they work and why you should have one!

29 MIN2019 AUG 8
Comments
What is a Knowledge Management Tool?

How can you extend your call centre career?

In this Podcast, I talk to world-renowned CX expert Daniel Ord to discuss a couple of big topics: - What is Customer Experience (CX) and how does it relate to call centres? - How do you transition from being a call centre manager to a broader CX role to extend your call centre career? As with all of Daniel's interviews, he always provides a couple of gold nuggets that you can use immediately in your role!

20 MIN2019 JUL 29
Comments
How can you extend your call centre career?

Customer Journey Mapping

Customer Journey Mapping Podcast In this Podcast, I talk to Shane Goldberg from CustCore Consulting 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, the special tools you require and more! You can find details about our upcoming training course on Customer Journey Mapping by clicking here - there's a great discount coupon code to look out for at the end of the podcast as well :)

25 MIN2018 NOV 2
Comments
Customer Journey Mapping

Triple Zero Contact Centre Part 2

Triple Zero Contact Centre Part 2 We continue ourfascinating insight into the Emergency Services Telecommunication Authority (ESTA) who manage the Triple Zero call centre for Victoria. In this episode, Part 2, we continueour chat with Dr Amee Morgans exploring the following topics: * Training * Learning Management Systems * Performance Reviews and Quality Targets * Support Ratios * How staff are supported * Real stories * How ESTA works with agencies to improve outcomes for the community * The consequences of getting things wrong * What the future looks like (video calls, omnichannel, drones, etc) If you missed Part One of our Podcast you can listen to it here or you can find us directly on iTunes. Also,don't miss our fascinating chat with two of the amazing staff to find out what makes them tick along with how they handle the pressure of the job. Read: Triple Zero Heroes Listen to the Podcast

24 MIN2018 OCT 7
Comments
Triple Zero Contact Centre Part 2
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