CX Central is an industry initiative that was started by Justin Tippett, a veteran of the Australian Contact Centre industry, who first launched the website back in 2011. Justin’s goal was to provide useful resources for people looking to learn more about the contact centre industry, get inspired and share learnings without all the marketing spin. The sad reality was and still is, that the majority of content produced is ultimately marketing material designed to promote a particular product or service. Unfortunately, there is no commercial value in spending hours writing industry glossaries, maintaining an industry events calendar to make it easy for people to find upcoming events (like conferences, training courses etc), sharing best practice ideas, expert tips, thought leadership articles and so on yet without them, how does our industry continue to grow and prosper? Whilst that is typically where industry bodies or government would step in, it seems that whether it’s through a lack of resources or funding, strategic direction and so on as an industry, there has been little progress in the past 20 odd years. There has also been a lack of advocacy around our industry highlighting the important role contact centres, BPOs and customer experience practitioners play to the broader business community – we should all be proud of what we do and how we can make a difference to businesses. No point just promoting ourselves to those already working in the industry, we need to step outside of our own bubble. So whilst our website has continued to evolve, we’ve been doing our best to continually produce and share great content on a shoestring budget by providing great resources like our Glossary, Erlang C Calculators, sharing whitepapers and so on and we’re proud that we now have the largest audience in Australia of CX, BPO and Contact Centre professionals who enjoy our content without getting spammed in the process. CX Central was, and still is, independent and vendor-agnostic with all our content and resources not bound by the constraints of memberships or various rules and committees etc. As we don’t charge a membership fee and there is a huge amount of work in running and maintaining CX Central, we rely on paying advertisers and a network of contributors who are also aligned to our values in helping to progress our industry.

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