The CX Central Podcast

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.

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!

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!

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!

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 a list of all the upcoming industry training courses on the CX Industry Events Calendar >>>. If you'd like us to run a customer journey mapping workshop for your business contact us on our CX Skills website >>>

We continue our fascinating insight into the Emergency Services Telecommunication Authority (ESTA) who manage the Triple Zero call centre for Victoria.

In this episode, Part 2, we continue our 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

In this episode, we talk again to industry guru Daniel Ord to learn more about Erlang C and how the mathematical formula is the basis for understanding how to calculate Service Levels and Workload in a contact centre.

Whilst we mentioned the words maths and formula's though, I promise it's not boring or technical!

Understanding how Erlang C works and how to model different scenarios in your call centre is a fundamental skill all call centre managers should have in the toolkit.

This episode will ensure you:

* Have a basic understanding of what Erlang C is.

* Know what Erlang C can and can't be used for.

* Know what metrics you need to use an Erlang C Calculator.

Download the Erlang C Calculator

You can download our Erlang C Calculator here

Listen to the Podcast Now

Listen directly below or download through iTunes etc and listen on the way to/from work!

Or, click here to read all about Erlang C for Call Centres >

Just recently I was lucky enough to get a behind the scenes look at the Triple Zero contact centre and for a brief moment, get an insight into the amazing job the entire team at the Emergency Services Telecommunications Authority (ESTA) do for the Victorian community.

For most people, hopefully, it's a call they never need to make but in Victoria, every single person (on average) will call Triple Zero at least once in their life when they need emergency assistance and every day, over 7,000 calls arrive at the ESTA centres.

I've always been big on trying to change people's perceptions of contact centre work away from the traditional telemarketing calls, and for me, there is no bigger illustration of that than a contact centre that literally plays a key role in life and death situations.

But when you remove the subject matter for a moment, at the core of providing an amazing service lies the fundamentals of contact centre operations:

* Be clear on what targets your key stakeholders expect from you.

* Ensure your people are well trained, supported and empowered to do their role.

* Use data to help you make informed business decisions.

 

Dr Amee Morgans with the host of the CX Hustle Justin Tippett

Triple Zero Contact Centre Part 1 - Content

In Part 1 of my Podcast with Dr Amee Morgans, Executive Director Operations Support, we cover a range of topics from the complexity of running a contact centre that aims to answer ALL calls within 5 seconds with hundreds of staff across three centres, through to how they recruit, train and support staff in a high-pressure and at times, highly emotional environment.

We also cover some amazing insight into how they use data to forecast workloads and continually optimise their processes to improve the outcomes for the community.

ESTA was also kind enough to allow me to share a real call so make sure you listen until the end :)

* Overview of ESTA

* Data trends and forecasting (15-minute intervals with 4% accuracy!)

* What impacts call volumes (e.g. weather but there is also one big surprise)

* Challenges or resource management (e.g. police units, ambulances etc)

* Staffing challenges and how to handle call spikes

* Recruitment

* Induction Training

* A real live call

I was also lucky enough to interview a couple of real Tripe Zero Heroes who handle and manage the calls.

It was a fascinating insight into the role the ESTA staff do and how they manage both the calls and themselves in a high-pressure environment.

Listen to the podcast:

Just listen directly below using the player or via one of the many options like iTunes etc using the links below. Like to listen to Part 2? Click here.

 

If you've ever been asked the question 'On a scale of 0 1-10, how likely are you to recommended to a family or friend?' then you are now familiar with Net Promoter Scores.

The Net Promoter Scores (NPS) metric is a common way for businesses to measure customer loyalty and has been widely adopted across the world largely for its simplicity in asking just the one question.

Listen to this episode as Justin Tippett explains what are Net Promoter Scores along with some of the common pitfalls businesses are making, especially in a contact centre environment.

Recommended Links:

* Read: Tips on Implementing Net Promoter Scores

* Read: The CX Glossary - NPS explained

* Search the CX Directory for experts who can help further with Net Promoter Scores:

* Consultants who are experts at improving the customer experience >

* Customer Analytics Software Vendors > 

* Voice of the Customer suppliers (e.g.  Mystery Shopping, NPS surveys etc) >

* Learn: View our courses on:

* Customer Journey Mapping

* Customer Experience Management

This episode Justin Tippett, host of the CX Hustle Podcast, is joined by Founder & Director of Omnitouch International

Daniel is the author of numerous articles, many of which we have published here on CX Central and Daniel's articles are continually amongst the most read we publish!

In a wide-ranging and entertaining conversation, Daniel reveals some great insight into the current challenges the CX industry faces as well as some practical tips and advice for both call centre Team Leaders through to Senior Executives.

Topics covered include:

* The accidental call centre career

* The changing landscape of call centres

* The use of Average Handling Time (AHT)

* Best ways to measure performance

* The demands on call centre agents

* Who has the toughest role in the call centre?

* Tips for Team Leaders and Senior Managers

* The future of call centres, is there one?

* Outsourcing and offshoring