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Home Coaching & Performance Hub

 +61 3 9492 2871      enquiries@acxpa.com.au

Coaching & Performance Hub

Build a high-performing team that doesn't need you in every conversation

Stop winging coaching conversations and chasing performance issues. ACXPA's coaching frameworks, goal-setting tools, and performance monitoring resources give team leaders everything they need to develop confident, capable teams — and free you up to lead the business.

Purpose-built for contact centre and frontline customer service team leaders

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Built for the leaders running real frontline teams
The Coaching & Performance Hub gives contact centre and frontline customer service leaders the practical tools they need to coach with confidence, set goals that actually move performance, and spot underperformance before it becomes a crisis. Become an ACXPA Business Member to unlock the full toolkit — including our save-to-profile Team Leader Coaching Guide and Employee Goal Tracker.
Explore Business Membership or View all membership options
What's inside the Coaching & Performance Hub
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Coach with confidence
Walk into any coaching conversation prepared — from underperformance to engagement decline. Our interactive Team Leader Coaching Guide builds you a tailored prep sheet for 14 of the most common contact centre scenarios, then saves every guide to your profile so you can review what you discussed last time.
Business Members
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Spot who needs support
Stop guessing who needs coaching. Drop in your team's numbers and instantly see who's drifting on AHT, quality, sales, or any frontline metric that matters — before performance becomes a problem.
All Members
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Set goals that stick
SMART goal templates, GROW coaching scripts, and a digital goal tracker that saves your team's goals and check-ins to your profile — so development conversations don't fall through the cracks.
Business Members
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Build your coaching skills
Self-paced leadership and communication courses included with your membership, plus 25% off live CX Skills training including Contact Centre Coaching Pro and Quality Management & Coaching.
All Members
Build Your Coaching Capability
Tools are only half the equation. ACXPA gives members training options for every budget — from short courses included with membership, to structured self-paced pathways, to live workshops with industry experts. Anyone can purchase CX Skills training, but ACXPA members save 25%.
Included with membership
Self-Paced Courses
A curated library of short, practical online courses covering leadership, communication, and customer service — included free with any paid ACXPA membership. Become a member to access →
Being a New Leader
Core leadership styles and how to navigate the transition from peer to leader
Communication Skills
Tone, modulation, and body language — the foundation of every coaching conversation
Active Listening
Five practical tips to sharpen one of the most important coaching skills you'll ever develop
Members save 25%
Self-Paced Learning Pathways via CX Skills
CX Skills offers structured self-paced pathways — sequenced video lessons that build capability step-by-step. Each completed pathway issues a digital certificate of achievement, ideal for performance reviews, development plans, and HR records. Anyone can purchase — ACXPA members save 25%.
Online Coaching Skills Course
Self-paced coaching fundamentals — work through structured lessons at your own speed
Online New Leader Course
A self-paced version of new leader essentials — flexible learning for first-time leaders
Leadership Essentials Pathway
12 sequenced videos covering core leadership, coaching, and communication skills
Managing Conflict Skills Pathway
8 videos on practical tools for handling workplace conflict and difficult conversations
Advanced Leadership Pathway
12 videos covering growth mindset and persuasion techniques for experienced leaders
Browse all self-paced pathways →
Members save 25%
Live CX Skills Courses
Facilitated live training delivered by industry experts via CX Skills. Real-time discussion, practical exercises, and direct expert feedback. Anyone can enrol — ACXPA members save 25% on every course.
Contact Centre Coaching Pro
Master coaching conversations, feedback delivery, and performance improvement for frontline teams
Quality Management & Coaching
Defining, measuring, and coaching for service quality in a contact centre environment
Team Leader Leadership
Essential leadership toolkit for frontline team leaders managing real teams
Team Leader Operations
Operational control and performance management for frontline team leaders
Browse all live team leader courses →

Call Centre Coaching & Engagement Articles

Running a modern call centre requires more than technology and KPIs. Explore practical articles and expert insights covering leadership, workforce optimisation, quality, technology, performance management, and more — all written to help contact centre professionals make better decisions and improve outcomes on the floor.

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