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Latest Articles
2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report - the largest in Australia.Read article »
Why Looking at AHT Outliers Matters
Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.Read article »
Latest Glossary Terms
Agentic AI
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Customer Lifespan
Customer Lifespan refers to the average duration of time a customer engages with a business before they stop using its products or services.Read More »
Upcoming Courses & Events
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June 2025 Customer Service Phone Essentials
The June 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
June 2025 Customer Service Phone Professionals
Equip your employees with superior phone customer service skills in the June 2025 Customer Service Phone Professionals Training course with 9 hours of facilitated...View event > -
June 2025 Inbound Phone Sales Essentials
The June 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event > -
June 2025 WFM for Contact Centre Team Leaders
Designed for Contact Centre Team Leaders to learn the basics of Call Centre Workforce Management in this one-day June 2025 WFM for Contact Centre Team Leaders training...View event > -
June 2025 Customer Service Foundations
The June 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event >
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