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August 17, 2022
HomeAuthorsJonine Baker

Articles by Jonine Baker

About Jonine Baker
Jonine Baker has been researching customer journeys across a broad spectrum of industries for over thirty years.
Her passion is seeing your sales process and team delight clients and increase your profit, while handling every communication with respect, humility and professional eloquence.
Website
Words and phrases to avoid on a sales call if you work in a call centre
Call Centre Agent Tips

Words and Phrases to avoid on a sales call

August 28, 2019 Last Updated: September 1, 2020
Jonine Baker

We share 10 common words and phrases to avoid on a sales call that will help improve your conversions and deliver increased sales.

LATEST CX CENTRAL PODCAST

  • image of Justin Tippett and Alan McGirvan with the title Message on Hold and IVR Recordings for Contact Centres

    Call Centre Hold Music and IVR Recordings

    October 5, 2021 Last Updated: October 6, 2021
    Justin Tippett interviews Alan McGirvan to understand the ins and outs of Call Centre Hold Music and IVR Recordings, and Voice Translations.

OUR GOLD SPONSORS

LATEST ARTICLES

  • A picture of a call centre team leader coaching an agent the heading Setting KPIs for Call Centre Team Leaders
    Setting KPIs for Call Centre Team Leaders
    October 7, 2021
  • image of Justin Tippett and Alan McGirvan with the title Message on Hold and IVR Recordings for Contact Centres
    Call Centre Hold Music and IVR Recordings
    October 5, 2021 Last Updated: October 6, 2021

THANKS TO OUR GOLD SPONSORS

EPOS contact centre headsets
McGirvan Media gold sponsor on CX Central
Smartcom Gold Sponsors of CX Central
Twilio gold sponsor on CX Central

How to improve your CX

  • Is it OK to use memes in customer service
    Is using using memes in customer service appropriate?
    February 12, 2016 Last Updated: March 12, 2020
  • How the Superannuation Funds customer experience is becoming the service differentiator
    Why the Superannuation Funds CX is so important
    August 19, 2016 Last Updated: February 19, 2020
  • The cost of bad customer service in Australia
    The cost of bad customer service in Australia
    July 12, 2016 Last Updated: January 20, 2020

How to Boost Employee Engagement

  • How to Design a Call Centre Reward and Recognition Program
    Call Centre Reward and Recognition Program
    February 21, 2021
  • Do happy employees provide better customer service?
    Do Happy Employees Provide Better Customer Service?
    February 3, 2021
  • How and why contact centre agents need to know your ideal customer
    How to identify your ideal customer
    January 4, 2021

THANKS TO OUR SILVER SPONSORS

Panviva Silver Sponsor on CX Central

TEAM LEADERS TIPS

  • A picture of a call centre team leader coaching an agent the heading Setting KPIs for Call Centre Team Leaders
    Setting KPIs for Call Centre Team Leaders
    October 7, 2021
  • coachable call structure for sales and service in a call centre
    Coachable Call Structure
    September 18, 2021
  • How to manage a Team Leader's time in the call centre
    How to manage a Team Leader’s time
    June 16, 2021 Last Updated: July 28, 2021

Our most recent articles

  • Setting KPIs for Call Centre Team Leaders October 7, 2021
  • Call Centre Hold Music and IVR Recordings October 5, 2021
  • How brands can empower customers, protect contact centres and pass the pandemic stress test October 5, 2021

THANKS TO OUR BRONZE SPONSORS

POPULAR ARTICLES

Understanding Erlang C for call centres
CX Central Podcast

Understanding Erlang C for call centres

September 21, 2018 Last Updated: June 21, 2021

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!

Do customers really care about the call centre location?
CX Executive Tips

Does using overseas call centres really matter?

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

Australian Contact Centre Wage
Call Centre Management Tips

Australian contact centre salaries

November 5, 2020 Last Updated: July 15, 2021

A list of the Australian Contact Centre Salaries as set out by the Government as well as local benchmarking data, definitions and more.

Thanks to our gold sponsors

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About CX Central

CX Central provides support and advocacy for Australian call centres, BPOs & CX practitioners. Whether it is to improve efficiency, increase customer satisfaction, improve staff engagement and so on we share free resources, expert articles and thought leadership to help progress and promote our industry.

Search the Industry Business Directory to find suppliers and vendors of call centre technology, consultants, outsourcers & BPO’s and lots more more.

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We have hundreds of expert articles and free tools like an Erlang C calculator, a comprehensive CX & call centre glossary, Phonetic Alphabet and a growing library of guides and podcasts to help you learn.

Popular categories include: How to improve employee engagement, tips for contact centre managers, tips for call centre Team Leaders, tips for frontline call centre agents, articles for CX executives,  how to improve the customer experience, how to improve call centre performance, KPIs & Metrics and whole lot more! 

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