ACXPA Articles

Discover 30 customer service best practices for medical practices — from essential phone and reception standards through to what the leading patient-centric practices are doing right now. Free checklist included.

Erlang C still has a place in contact centre workforce planning, but it was built for a simpler world. This article explores where it still works, where it breaks down, and what leading contact centres are using instead.

Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes.

Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report – the largest in Australia.

Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.

Discover the benefits of real-time management automation in the call centre to improve efficiency and the customer experience.

Leading managers is a new challenge. Build trust, drive strategy, and inspire impact with these proven tips to succeed as a true leader of managers.

Australia uses the NATO Phonetic Alphabet, but here’s a funny Aussie version with words like Arvo, Bogan & Quokka. Download it for a laugh!

Discover how Workforce Planning goes beyond scheduling to create a people-first approach that drives exceptional customer experiences in contact centres.

How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.

Land an interview with our customer service keywords for resumes that will appeal to human recruiters and get you past the AI checks.

We reveal what are considered customer service skills along with some tips to help people improve their skills to obtain and retain employment.

Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report – the largest in Australia.

This article explores the symbiotic relationship between digital platforms and contact centres for improving customer service and operational efficiency.

Handling overflow calls in a call centre environment can be tricky, so we reveal best practice industry tips on how to manage them for your business.

If you’ve got an angry customer on the phone, we’ve got 16 Customer Service Phrases for Angry Customers that can apply in multiple situations!

With increasing rising cost of living pressures, learn how businesses can make a few workflow adjustments to ensure they continue to prioritise customer relationships.

Inject a bit of fun and spookiness into your office with these great Halloween ideas for work including amazing food themes, costumes and more!

Discover everything you need to know about call centre hold music including best practices, the psychology of what customers like, music selection and more!

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 Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!

Industry insights into the worst call centre hold times in Australia along with the worst customer service by industry and what companies can do to turn it around.

A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations.

In a world of emerging AI, is it time we value human interaction as a skill and start to treat call centre workers with the respect they deserve?

If you work in a job that is on the phones all day, these signs you really work in a call centre will be immediately identifiable!

As ChatGPT takes the world by storm, we share some current and future benefits and tips for enhancing CX using generative AI.

Ten powerful ideas to enhance employee engagement in a contact centre that are easy to implement and won’t cost you a fortune!

How customer touchpoints are pivotal to carving cohesive and flawless customer journeys through a seamless digitial experience.

Call Centres can be a weird and wonderful place to work and only real call centre employees would understand these 10 common things that happen.

Real-world case study of how optimising contact centre shift times was a catalyst for revamping customer service in a premium bank.

Key stats, KPIs, benchmarking data and more in the free 2023 Australian Contact Centre Industry Best Practice Report – the largest in Australia.

Discover the secret habits of successful Contact Centre Team Leaders who coach, nurture and lead teams to achieve individual and team success.

Countdown the telltale signs you’ve been working in a call centre too long — from disconnect button fantasies to system outage dreams.

20 Complaints Management tips for any business/company that needs to improve their complaints handling processes, procedures, KPIs and more.

Learn more about the Australian Contact Centre industry, including FAQs, benchmarking data, common myths and access to the industry’s leading resources.

Gain insights from the Call Centre Recruitment and Employee Engagement 2023 symposium held at the Red Energy contact centre.

All you seem to hear is bad things about working in a call centre so in response, here are the 15 Best things about working in a call centre!

What measures, what programs, how will I know it will drive change? Read on for expert tips on how to create a customer experience strategy!

Psychological safety is the glue that holds the most successful teams together and these 8 tips can help you achieve it.

Examples of Journey Mapping in the education and finance sector, along with key insights and tips into making your journey mapping a success.

Learn 5 tips to increase contact centre productivity and accelerate employee engagement that can be applied in any contact centre.

Learn more about Omnichannel Communication and the alternatives now available for customer service as customers move away from the phone channel.

View key stats, KPIs, benchmarking data and more in the free 2022 Australian Contact Centres Best Practice report – the largest in Australia.

Bruises and black eyes? Have the stakes been raised in dealing with anger and abuse in customer service today? Why stress is causing issues for us all.

Learn how to manage angry customers with the HEAT acronym for customer service: Hear, Empathise, Apologise, Take Action.

Empathy statements are words or phrases that show a customer you understand and care about how they feel — the foundation of de-escalation.

If you’re considering outsourcing to an Australian contact centre this vendor-agnostic article contains costs, key facts and info you need to know!

Creating customer personas are one of the most received requests by CX professionals… what are they, when do we create them, and why do we need them?

Tips and insight into why using gamification to maximise employee engagement can be rewarding for your employees and your business.

Free guide on what you can (and can’t!) claim as Tax Deductions for Contact Centre Workers.

Practical, evidence-based ways to retain call centre employees — covering the foundations that drive retention and the perks that amplify it.

Active listening skills are the practised discipline of concentrating on, understanding, and responding to a customer so they feel heard.

Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.

If you have to deal with customers, these tips for handling customer complaints will ensure you’re prepared when someone gets angry or upset.

View, listen to or download the phonetic alphabet used in call centres or customer service including a PDF desktop guide to stick on your desk/monitor.