Our History
ACXPA began as a practitioner-led effort to raise the standard of customer service and experience — vendor-free, practical, and built for people responsible for customer outcomes.
Born in Australia and shaped by real operations, it started with one simple idea: the industry deserved independent resources created by people who had actually done the work.
What followed was a natural evolution — from community content and conversations, to structured insight, tools, standards, and learning — forming the foundation of a platform designed to support better decisions, stronger capability, and more consistent outcomes. Today, that direction is increasingly global.
Where it started
Before ACXPA existed as an association, the work started as community content and vendor-free resources — focused on real roles, real operations, and real career pathways.
Milestones that shaped the platform
The detail matters — but the through-line is consistent: practitioner-led, vendor-free, and designed to lift decision quality, capability, and outcomes.
- 2011
Launch of the Australian Contact Centre Community TV (Ac3TV)
“Where it all began.”
Ac3TV was created to showcase the career pathways and operational reality of contact centres — content produced purely for the benefit of the industry, free from commercial agendas.
Two streams emerged early: one for frontline and operations roles, and another for executives and leaders.
- 2014
Launch of Contact Centre Central website
“Filling the knowledge gap.”
Built to meet demand for expert-driven, vendor-free content — interviews, articles, glossaries, and directories — helping practitioners learn directly from industry leaders and peers.
- 2016
Launch of Call Centre Legends
“A platform for frontline heroes.”
A community channel designed to connect, celebrate, and recognise the people doing the work — building pride and professionalism around frontline service roles.
- 2018
Rebrand to CX Central
“Expanding the focus.”
As CX matured as a discipline, the platform broadened beyond contact centres to support customer outcomes across channels — while keeping a practitioner lens.
- 2019
Launch of the CX Directory
“Making connections easier.”
A structured way for organisations to find suppliers and partners across key categories. It later evolved into the ACXPA Supplier Directory.
- Oct 2022
Launch of ACXPA
“The next chapter begins.”
ACXPA launched to provide a stronger foundation: a membership-led platform for tools, standards, learning, and community — built by practitioners, not vendors.
- 2023 →
Continued growth and innovation
- Feb 2023: First ACXPA Victoria event — site tours and symposium format.
- May 2023: ACXPA SA launched with a networking event.
- Aug 2023: Community Roundtables and the Call Centre Rankings Reports introduced.
- May 2024: Call Quality Assessment Service debuted.
- Jul 2024: ACXPA QLD launched with a networking event.
- Oct 2024: Self-paced learning expanded with an advanced Learning Management System.
- Jul 2025: Workforce Optimisation Hub (WFM) launched to lift efficiency and capability.
- Dec 2025: Complaints Handling Toolkit released — providing practical frameworks, templates, and governance tools for complaint management.
- Jan 2026: CX and Contact Centre Maturity Assessments introduced, enabling organisations to benchmark capability, identify gaps, and prioritise improvement.
The direction now is clear: fewer “nice-to-have” assets, more operating-layer tools — standards, diagnostics, practical frameworks, and training that improves decisions and performance.
Looking to the future
Our origins will always matter — but the mission is bigger than geography. ACXPA is focused on lifting customer service and experience through standards-led resources, practical capability building, and a community that values substance over hype.
We’ll keep building tools that help people lead better customer outcomes — across contact centres, digital service, and in-person delivery.
