Welcome to the Australian Customer Experience Professionals Association (ACXPA)
The Australian Customer Experience Professionals Association (ACXPA) helps ALL Australian businesses to deliver better customer experiences to help attract new customers and retain your existing ones.
We provide premium resources, training, and events for industry professionals working in contact centres, customer experience (CX), digital service and in-person (retail, offices, reception, etc).
By joining, you’ll gain access to global best practices, leading industry insights, world-class training and an unrivalled community of industry professionals.
Australian Call Centre Rankings
Each month, we assess the performance of Australian Contact Centres in multiple industry sectors across 80 different performance metrics to provide a snapshot of how the Australian Contact Centre industry is performing.
Upcoming Training Courses and Events
From world-class training, site tours, free workshops and live symposiums for members – all designed to educate, not sell!
September 2024 Inbound Phone Sales Essentials
Learn more and get ticketsThe September 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).September 2024 Customer Service Phone Essentials
Learn more and get ticketsThe September 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.September 2024 WFM for Contact Centre Team Leaders
Learn more and get ticketsDesigned for Contact Centre Team Leaders to learn the basics of Call Centre Workforce Management in this one-day September 2024 WFM for Contact Centre Team Leaders training course.September 2024 Introduction to Customer Experience
Learn more and get ticketsFast track your Customer Experience (CX) skills and awareness in the September 2024 Introduction to CX Course delivered by global expert Daniel Ord.September 2024 Customer Service Phone Professionals
Learn more and get ticketsEquip your employees with superior customer service skills in the September 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3 x 3-hour sessions) suitable for all phone-based employees.September 2024 Tech Support Customer Service Essentials
Learn more and get ticketsSuitable for employees working in technical support and helpdesk roles, this September 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.September 2024 Customer Service Reception Essentials
Learn more and get ticketsThe September 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception roles.October 2024 Managing Difficult Customers
Learn more and get ticketsLearn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour October 2024 online course suitable for all customer-facing employees.October 2024 Customer Service Phone Essentials
Learn more and get ticketsThe October 2024 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.Energy QLD Site Tour
Learn more and get ticketsJoin us for networking, a site tour and a discussion on key contact centre/CX insights at the Energy QLD Head Office. This is a free ACXPA Event!October 2024 Inbound Phone Sales Essentials
Learn more and get ticketsThe October 2024 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).October 2024 How to Assess and Coach Contact Centre Agent Performance
Learn more and get ticketsLearn how to assess and coach Contact Centre Agents for performance in this October 2024 training course delivered online by global expert Daniel Ord. Suitable for all contact centres!October 2024 Customer Journey Mapping
Learn more and get ticketsGain all the skills, tools and support you need to start Customer Journey Mapping in the October 2024 Customer Journey Mapping training workshop.October 2024 WFM Essentials
Learn more and get ticketsLearn the essentials of Workforce Management for Call Centres in this 3-day October 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.October 2024 Customer Service Reception PRO
Learn more and get ticketsPerfect for receptionists/front-desk employees etc, the October 2024 Customer Service Reception PRO course will teach your employees premium customer service skills over 3 x 3-hour sessions.October 2024 Inbound Phone Sales Professional
Learn more and get ticketsImprove your employee's sales conversions and customer service skills in this October 2024 Inbound Phone Sales Professional training course designed for all phone-based employees.
Popular Articles
All our articles are written by real people designed to educate, inform and inspire without any sales pitches!
2024 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
The Science of Call Centre Hold Music
Discover everything you need to know about call centre hold music including best practices, the psychology of what customers like, music selection and more!
Cost to replace a contact centre agent
The true cost to replace a contact centre agent in Australia, tips on how to reduce it and a calculator you can download to work out your own cost.
Customer Experience Statistics to Use at Work
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
Latest Glossary Terms
Stay across key jargon, abbreviations and more with an Industry Glossary designed to ensure you have the knowledge you need for success.
Overflow Calls
Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.
Employee Pulse Checks
Employee pulse checks are short, frequent surveys that measure employees’ sentiments, engagement levels, and overall workplace experience.
Abandonment Rate
Abandoned Calls is typically referred to as the number of customers that got sick of waiting to be serviced and disconnected before being connected with an agent.
Asynchronous Communication
Asynchronous communication is when messages are sent and received at different times, allowing individuals to respond at their convenience.
