Training & Onboarding Hub
Build confident, capable teams from day one — with the training, tools, and systems to onboard faster and upskill smarter
From onboarding new starters to upskilling your current team, ACXPA's Training & Onboarding Hub gives you everything you need to build capability at scale — 22 included courses, facilitator guides for internal training delivery, an onboarding checklist builder with save-and-sync, learner workbooks, and 25% off all external training.
Purpose-built for contact centres, customer service teams, and frontline CX operations
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This is just one of seven specialist hubs included with Business Membership
The Training & Onboarding Hub gives you 22 self-paced courses, facilitator guides, induction tools, and 25% off all live training. But that's just the start — Business Membership unlocks six other specialist hubs packed with 70+ tools, calculators, frameworks, and benchmarking resources across CX, customer service, call centre operations, coaching, WFM, and complaints handling. For the cost of a single external training course, you get the complete operational toolkit contact centres rely on every day.
What's inside the Training & Onboarding Hub
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22 included self-paced courses
From 5-minute micro-learning to full courses covering customer service, communication, leadership, wellness, complaints handling, and CX fundamentals — all included with your membership. No extra fees.
All Members
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Facilitator guides for internal training
Ready-to-deliver PowerPoint training decks your team leaders can use to train frontline staff internally — Active Listening, Complaints Handling, and HEAT De-escalation frameworks with detailed speaker notes and timing guides.
Business Members
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Induction checklist builder
Generate personalised onboarding checklists for new hires by selecting channels, function, and work model — producing structured five-timeframe plans with embedded training links. Saves to your profile and syncs across devices.
All Members
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25% off all training
Members save 25% on the full CX Skills training library — from self-paced learning pathways (structured video sequences with certificates) to live facilitated courses delivered by industry experts.
All Members
Test Your Industry Knowledge
Put your contact centre, CX, and customer service knowledge to the test. Visitors can attempt any quiz once — members get unlimited retakes, downloadable certificates, and progress tracking.
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Customer Experience (CX) Quiz
Test your understanding of CX fundamentals, journey mapping, voice of customer, and experience design principles.
10 Questions Try Once
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Customer Service Quiz
Challenge yourself on service excellence, communication techniques, complaint handling, and professional service standards.
10 Questions Try Once
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Digital Customer Service Quiz
Assess your knowledge of digital service channels, chatbots, self-service technology, and omnichannel strategy.
10 Questions Try Once
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Want unlimited retakes and certificates?
Members get unlimited quiz attempts, downloadable certificates when they score 100%, full score tracking, and the ability to compare results with other professionals. Become an ACXPA member →
Build Capability Across Your Team
From onboarding to advanced skills, ACXPA gives members a complete training ecosystem — included courses, facilitator guides for internal delivery, learner workbooks, and access to industry-expert training via CX Skills. Anyone can purchase CX Skills training, but ACXPA members save 25%.
Included with membership
22 Self-Paced Courses
A curated library of practical courses covering customer service, communication, leadership, wellness, and CX fundamentals — included free with any paid ACXPA membership. Become a member to access →
Answering the Telephone
Professional telephone technique from greeting to closing
Customer Service Excellence
Consistently great service for external and internal customers
Handling Difficult Customers
De-escalation techniques for tense customer interactions
Members save 25%
Self-Paced Learning Pathways via CX Skills
Structured self-paced pathways — sequenced video lessons that build capability step-by-step. Each completed pathway issues a digital certificate of achievement. Anyone can purchase — ACXPA members save 25%.
Customer Service Pathway
Enhance customer interactions and service excellence
Sales Skills Pathway
Boost sales techniques, persuasion and closing skills
Handling Challenging Customers Pathway
Master handling difficult customers with confidence
Contact Centre Agent Pathway
Develop essential skills for contact centre success
Reception Customer Service Pathway
Improve professionalism and first-contact service
Requests For Service Pathway
Enhance service request handling and efficiency
Stress & Resilience Pathway
Strengthen resilience and manage workplace stress
New Leader Pathway
Develop leadership, coaching and decision-making
Coaching Skills Pathway
Mentor, guide and motivate teams effectively
Members save 25%
Live CX Skills Courses
Facilitated live training delivered by industry experts. Real-time discussion, practical exercises, and direct expert feedback. Anyone can enrol — ACXPA members save 25% on every course.
Customer Service Courses
Phone, email, frontline, and technical support skills
Contact Centre Courses
Team leader, coaching, quality, and operations training
Customer Experience Courses
Journey mapping, strategy, and CX fundamentals
Sales Training Courses
Sales fundamentals, retention, and objection handling
Culture & Leadership Courses
Workplace culture, new leaders, and team development
Workforce Optimisation Courses
WFM, forecasting, scheduling, and data analytics
Explore Other ACXPA Hubs
ACXPA brings together training, coaching, performance tools, and operational resources across multiple specialist hubs — each packed with practical tools to help you run better contact centres and customer service operations.
🎯 Coaching & Performance Hub Coaching frameworks, goal-setting tools, and performance monitoring ✨ CX Hub Journey mapping, persona builders, and CX maturity tools ⭐ Customer Service Hub Response templates, health checks, and service standards 📞 Call Centre Hub Roundtables, Erlang calculators, and contact centre standards 📊 WFM Hub Workforce management calculators and planning tools 🛡️ Complaints Hub Frameworks, guides, and tools for professional complaint resolution
Upcoming Public Courses & Events
Explore our upcoming live training courses, webinars and industry events — perfect for individuals or teams. No minimum group sizes, no red tape — just practical, real-world learning for CX, customer service, and contact centre professionals.
June 2026 Call Centre Operations for Team Leaders
Learn more and get ticketsBuild confident Team Leaders who understand service levels, occupancy, forecasting and real-time performance in this June 2026 Call Centre Operations for Team Leader course delivered live, online.June 2026 WFM Essentials
Learn more and get ticketsLearn the essentials of Workforce Management for Call Centres in this 3-day June 2026 WFM Essentials training course delivered by the WFM experts at CallDesign.June 2026 Frontline Customer Service Foundations
Learn more and get ticketsJoin the June 2026 Frontline Customer Service Foundations course to master premium customer service skills for all face-to-face interactions where customer service matters.June 2026 Collections Foundations
Learn more and get ticketsLearn proven skills to manage payment conversations, disputes and debt recovery with professionalism and empathy in this 2 × 3-hour June 2026 online course — designed for employees who handle customer accounts or collections as part of their role.June 2026 Retention Foundations
Learn more and get ticketsLearn customer-first skills to handle cancellations with empathy and confidence in this 2 × 3-hour June 2026 Customer Retention online course — designed for employees who manage customer accounts, memberships or subscriptions.June 2026 People Leadership for Call Centre Team Leaders
Learn more and get ticketsThe June 2026 People Leadership & Management for Call Centre Team Leaders teaches practical people-management, engagement and performance conversation skills.June 2026 Reception Customer Service Essentials
Learn more and get ticketsThe June 2026 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front desk/reception roles.June 2026 Phone Customer Service Foundations
Learn more and get ticketsThe June 2026 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour sessions.June 2026 Tech Support Foundations
Learn more and get ticketsThe June 2026 Helpdesk/Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.June 2026 Real-Time WFM for Contact Centre Analysts
Learn more and get ticketsThe June 2026 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.June 2026 Customer Service Phone Essentials
Learn more and get ticketsThe June 2026 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based employees.June 2026 Technical Support Customer Service Essentials
Learn more and get ticketsSuitable for employees working in technical support and helpdesk roles, this June 2026 Tech Support Customer Service Essentials course is delivered via a live 3-hour online/virtual training session.June 2026 Inbound Phone Sales Essentials
Learn more and get ticketsThe June 2026 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).July 2026 Tech Support Foundations
Learn more and get ticketsThe July 2026 Helpdesk/Tech Support Foundations training course teaches premium customer service skills delivered via 2 x 3-hour sessions.CX Roundtable July 2026
Learn more and get ticketsThe ACXPA July 2026 Live CX Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured format. Each session includes guided discussion, real CX examples, and live Q&A designed to deliver practical takeaways.Call Centre Roundtable July 2026
Learn more and get ticketsThe July 2026 ACXPA Live Contact Centre Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured format. Each session includes guided discussion, real contact centre examples, and live Q&A designed to deliver practical takeaways.
