Changelog
Every meaningful improvement we’ve made, all in one place.
ACXPA is built to be a leading independent resource for customer service, customer experience (CX) and contact centre professionals - in Australia and, increasingly, around the world. To keep it that way, we’re constantly refining, rebuilding and adding to the platform - often on a daily basis.
Rather than list every minor tweak, the changelog below captures the most significant new tools, features and enhancements we’ve rolled out since June 2023 - each one designed to help you get more value, sharper insights and a better experience every time you visit.
- June 2026:
- Release of two new QA Sample Size Calculators — a free version for all users and an advanced version for members — helping quality teams work out how many interactions to assess for statistically reliable results.
- Launch of QA Benchmarking — members can now submit their quality results and see how they compare against the wider industry.
- Release of the Employee Cost Calculator and Per Minute Cost Calculator, giving contact centre leaders a fast, accurate way to understand the true cost of their workforce and the cost of every minute handling contacts.
- Updates to the Interval Planner, Service Levels, Staffing Levels, Outlier Detection and Employee Replacement calculators.
- May 2026:
- Introduction of the new Coaching & Performance Hub — a dedicated home for team leaders that brings together coaching frameworks, goal-setting templates and performance tools in one place.
- Release of the interactive Team Leader Coaching Guide — 14 real contact centre scenarios with tailored coaching prep that saves to your profile.
- New Employee Goal Tracker, available as an online tool with automated check-in reminders and as a downloadable Excel version.
- New GROW and SMART goal-setting templates, each paired with a library of worked examples written for team leaders.
- Release of the STAR Interview Toolkit and example library, helping managers run consistent, structured interviews for frontline customer service roles.
- New Customer Service Induction Wizard, making it easy to build, save and download a structured onboarding checklist for new starters.
- New library of Job Description templates spanning customer service, contact centre and CX roles — from frontline agents through to Head of CX.
- April 2026:
- Launch of three new resource hubs — the Customer Service Hub, CX Hub and Training & Onboarding Hub — each bringing together the tools, templates, training and articles for that discipline in a single, easy-to-navigate destination.
- Release of a new suite of CX calculators — Customer Lifetime Value, Customer Lifespan, Churn Rate, Retention Rate, Net Promoter Score and ROI.
- Introduction of the Customer Persona suite — a Persona wizard, a downloadable template and a free Persona Readiness Calculator.
- Release of the Customer Service Health Check — a tailored diagnostic that assesses your customer service across 17 dimensions and delivers a prioritised action plan.
- Release of the Customer Response Templates library — a searchable bank of ready-to-use email, phone and chat responses for everyday customer service situations.
- New Active Listening training resources — a facilitator guide for running internal sessions and a pocket guide for learners.
- New customisable templates — a Business Continuity Plan for call centres, an Environmental Policy and a Press Release template.
- March 2026:
- Launch of our new Expert Insights Hubs – A new experience that transforms our Member Bytes and CX & Call Centre roundtables into a searchable knowledge library — with key moments, executive summaries, slides, practical takeaways, and topic discovery across past discussions. We’ve also now enabled Subscribers to watch the latest month.
- February 2026:
- Release of the Workload → Capacity Calculator — a practical workforce planning tool that converts workload (volume × AHT) into a realistic minimum staffing requirement (FTE) once shrinkage, occupancy, and concurrency are applied.
- January 2026:
- Release of the CX Maturity Assessment Tool
- Release of the Contact Centre Maturity Assessment Tool
- New Call Centre Hub enabling easier access to all our contact centre resources
- Release of a H.E.A.T training facilitator guide
- December 2025:
- Introduction of our Complaints Handling Frameworks & Tools – a powerful new suite of tools and resources to support employees and businesses in managing customer complaints, all in one handy location.
- September 2025:
- Updated design and new reports for all benchmarking sectors, making it even easier to compare performance over time.
- August 2025:
- New Shrinkage calculators added – free version for all users and an advanced version exclusive for members (available in the WFM Hub).
- New design for the Business Members Directory (main page and business profile)
- Updates to a range of articles, downloads and reports.
- July 2025:
- A new WFM Hub for members, adding a range of powerful workforce optimisation tools for call centre leaders.
- May 2025:
- Logos added to all Call Centre Ranking leaderboards, plus a URL to the business.
- April 2025:
- New Call Centre Rankings Dashboards for Subscribers and Individuals.
- New landing pages for a range of Call Centre Ranking reports.
- March 2025:
- New dashboard for Subscribers, Individual, Business and Vendor Members.
- November 2024:
- Added email notifications for private groups, enabling members to select their preferred update notifications frequency.
- Added the ability for members to edit any status updates and posts they published.
- Added 15 new Private Groups.
- Improvements to the registration process and general site navigation.
- New design and functionality for the Business Members Directory.
- Updates to the Memberships Dashboard to now display what ACXPA features their employees with allocated memberships are using, as well as what stage of the activation process they are up to.
- October 2024:
- Self-paced training courses and micro-learning video functionality added and included for all Individual Memberships. Includes downloadable workbooks and action plans, online assessments and a digital certificate of achievement.
- A New Dashboard was added to track the progress of quizzes and course assessments and to re-download certificates as needed.
- Updates to the Memberships Dashboards for Business and Vendor Members to improve functionality.
- New support videos added for Vendor and Business Memberships.
- September 2024:
- New Quiz functionality, including the ability to download a certificate on 100% correct answers. Visitors can attempt each quiz once; Members have unlimited attempts.
- Updates to private groups functionality and email notifications.
- Updates to connect requests functionality and email notifications.
- May 2024:
- Introduction of the ACXPA Member Bites Video Library.
- New templates and downloads for Call Centre Rankings.
- New Call Centre Ranking leaderboard – leaders for each Business Sector.
- December 2023:
- A new design for the call centre ranking leaderboards that display the top 3, lowest and industry average for key metrics.
- Updated the process to enable an easier upgrade from a Subscriber to an Individual, Business or Vendor Membership.
- Updated links and connections to the ACXPA Supplier Directory.
- November 2023:
- Fixed a number of issues related to our email platform that will improve the delivery of alerts selected by users as well as improving the personalisation of the content.
- Updated the Subscribe process to make the first step a bit easier to join!
- October 2023:
- Added new leaderboards to display the call centre rankings for various categories.
- Fixed a number of renewal-related issues, as this was the first 12-month period when renewals were due, and we found a few bugs that emerged in a live environment.
- September 2023:
- Removed the Scholar, Professional and Association individual memberships and replaced it with a single member level for individuals.
- Updated the Membership Dashboards for Business Members and Vendors Members to simplify the membership allocation process to align with the new single level.
- Updated the website menu options and design.
- August 2023:
- Added new reports and menu options for the launch of the Contact Centre Ranking Reports.
- July 2023:
- Added new menu options for the launch of the Contact Centre & CX Rountables.
- June 2023:
- Updated menu options for visitors, subscribers, individual members and business members.
