Justin Tippett
Australia’s Leading Contact Centre and CX Expert
Justin Tippett is a CX & Contact Centre industry veteran with over 30 years of experience working across Asia-Pacific helping businesses to transform their customer experience.
What makes Justin Tippett different from your regular trainers is that his has worked his way up through working in multiple roles contact centre roles – from starting on the phones all the way through to Chief Executive Officer.
Justin has worked with a range of businesses throughout his career, from small contact centres through to large centres including Australia Post, myki, Nespresso, Pizza Hut, Honda, Energy Australia, SEEK, Telstra, TrustPower, Coles, Lumo, Bega, Westfund, PEXA, State Trustees, Bounce, Chisholm Institute, Gordon Tafe, Simply Energy and more.
This provides Justin with a unique perspective and insight that enables him to understand and connect to his students sharing real, practical experiences along with the theory.
Justin’s passion for the contact centre and CX industry is infectious and he has inspired thousands of people across the world with the career opportunities that are available to anyone willing to apply themselves in our industry.
Justin was the Founder and Chief Editor of Australia’s leading resource for the Contact Centre, CX and BPO industry – CX Central,that was viewed by over one million people a year and he is currently the CEO of the Australian Customer Experience Professionals Association (ACXPA).
Fun fact: In 2019, Justin Tippett was named one of the Top 25 CX Influencers in the world!
Unparalleled experience
As the founder of CX Skills and numerous other contact centre/CX related businesses, it’s fair to say there isn’t anyone in Australia who has their finger more on the pulse of the Australian Contact Centre Industry.
You typically find him working with our other trainers and partners in helping them deliver their classes and he still picks up the phone when he can to handle enquiries for CX Skills!
Outside of CX Skills, Justin also manages his other businesses including:
- ACXPA – The Australian Customer Experience Professionals Association – The leading industry association in Australia for the contact centre, customer experience, customer service and digital service professions in Australia, providing global best practices, industry insights, world-class training and an unrivalled community of industry professionals.
- ACXPA Supplier Directory – The leading industry business directory for businesses providing solutions for contact centres and customer experience products and services.
- CX Consult – A consulting business specialising in delivering solutions for call centres/contact centres. Predimonately now conducting ‘Health Checks’ for contact centres of all sizes.
- CX Connect – A free service helping businesses quickly connect to suppliers like call centre outsourcing and technology suppliers that can meet specific requirements.
Industry Leading Insights
Justin’s passion for the industry is highly infectious and he has regularly contributed his time, energy and experience to promoting and supporting the Contact Centre and CX industry and he’s one of Australia’s most recognised industry professionals:
- Founder of the Australian Customer Experience Professionals Association (ACXPA) with over 30k visitors to the website each month.
- Judging a number of local and international call centre award programs in Australia and overseas including the World Contact Center Awards, Singapore Call Centre Awards and more.
- Chair of the Auscontact Association Victorian Chapter from 2012 to 2015.
- Chairing and speaking at numerous conferences domestically and internationally.
- Host of the CX Matters Podcast that interviews key people in the Contact Centre & CX industry as well as sharing his thoughts and experience on a variety of CX related topics.
- Regularly contributing to the media (TV, Radio, Print & Podcasts) commentating on customer service and contact centre related news and trends. (Listen to his recent interview on the Fear and Greed Podcast or watch a recent feature on Channel 7)
When he’s not working…
Running multiple businesses (and a couple of new ones launching soon) it’s fair to say Justin never has a dull moment!
Outside of work, Justin has two kids that keep him busy with one playing representative basketball and the other pursuing an academic career.
His hobbies include most things technology-related (he’s a closet nerd) as well as music (he can read music and is a pretty ordinary piano player) and he’s be trying to master a Reef Tank (with his own little nemo) for over 15 years.
You’ll often find him doing a workout or playing some basketball in between recovering from various sporting injuries so much so he’s convinced there will be a new ward named after him at the local hospital!
Justin is also the co-host of the GiddyUp Podcast with world champion Paralympian, Don Elgin.
Recent reviews for Justin Tippett
Strongly Recommended!
Did the introduction to contact centre manager course with Justin, and it was a fantastic experience!
You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience.
I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together.
Strongly recommend!
Really enjoyed the course!
The training provided by Justin was really good, lots of information that will benefit us in many ways in the contact centre!
Fantastic content and practical takeaways
Just finished the introduction to contact centre management course, I really enjoyed it Justin was excellent as facilitator. Some fantastic content.
This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.
It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I’m armed with quite a few practical take aways.
Great course !!
This was a great course, all the information was relevent and very interactive. I feel like I have learnt quite a bit from this course that I will utilise with my team.
Great introduction to the key requirement of managing a successful contact centre.
Justin’s knowledge and engagement style were refreshing, and the content was relevant and easy to follow.
Excellent
Very well structured training course – good balance of listening and interactive activities.
Justin is a great presenter and is clearly passionate about the topic.
All course expectations were met – would highly recommend to others.
Superb introduction to taking the leap from consultant to TL/Manager
My manager advised he wanted me to do this course to get a feel on what it would take to make the leap from a consultant to a TL. Over the two days Justin was able to give me more than enough understanding of the fundamentals that you need to know to take this leap. Very grateful to have had the opportunity and would HIGHLY recommend to anyone in a similar situation.
Excellent foundation course
Informative information and materials, providing a great foundation understanding; good pace and an engaging presenter in Justin.
Excellent Contact Centre Management Course
The course was very informative and most modules relative to our business area. The facilitator Justin, was very knowledgeable and motivating with the quize’s. I highly recommend this course for any team leaders or managers who run a call centre.
Very Informative
Great place to start if you want to understand metrics so you and your team can make the most out of their day to ensure high productivity .
Informative & Productive
Great Sessions, very informative and the content provided will be useful to ensure I am able to complete my role efficiently & even more productive!
Very knowledgeable.
Some information was more suited to an “inbound” contact centre (ours is outbound) and more customer service centric. Justin is very knowledgeable and delivered the course in an easy way to understand. Some key metric’s explained could most certainly be implemented for our business. Will definitely take some of his advice on board.
Intro to Contact Centre Management
The first session was a tad slow but it laid the groundwork for some interesting concepts in the second session.
Engaging and Informative
Justin provided us with two great sessions which gave us a insight on how to better ourselves when it comes to be more productive as well as how to ensure we are keeping ourselves and our teams accountable.
Great course for those starting or getting into call centre management
Most call centres have their own unique way of doing things which means progressing your career in one business can look very different to another. This course gives you the fundamentals of management in ALL call centres and a clear understanding of how it all comes together operationally.
Excellent!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
You'll learn heaps!
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Effective and Interactive!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps that needed filling. Although it was at the height of the Melbourne lockdown, the session was still interactive, interesting and achieved the desired result.
Highly Recommend!
Justin from CX Skills responded promptly to my training enquiry. He heard what we wanted and we discussed the best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. In the end, each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX Skills and Justin for training and support.
Skills for Life!
If you’re looking for a contact centre subject matter expert, brilliant communicator, and all-round top bloke, look no further than Justin. Since the course, Justin has taken the time to answer any follow-up questions and will check in occasionally to see how things are going. If you’re a new or emerging leader in a contact centre, sign up for this course with Justin – you will not be disappointed and the skills you will learn will set you up for the rest of your career.
View Justin’s upcoming public courses below or contact us for information on Justin conducting a private course for your business.
Phone +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >
January 2025 Introduction to Contact Centre Management
Online via Zoom Price: $497.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course January 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
March 2025 Introduction to Contact Centre Management
Online via Zoom Price: $497.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course March 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
