ACXPA Articles
Welcome to the collection of articles published by the Australian Customer Experience Professionals Association (ACXPA) since launching on 4th October 2022 (International CX Day!). If you’d also like to search all our articles written by Guest Authors, please refer to our Guest Author’s page.
All our articles are written by real people who have contributed their time and expertise in writing great content for our audience that helps to educate, inspire and inform both inside and outside of our industry. As well as the articles here on ACXPA, we also have hundreds of free articles on CX Central (our previous website).
The CX & Contact Centre Industry Glossary also contains some great information and explanations of common terms, abbreviations, jargon etc.
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- Contact Centre Employees
- Contact Centre Managers
- Contact Centre Team Leaders
- Contact Centres
- Customer Experience (CX)
- Customer Service
- Digital CX
- Employee Experience
- Industry insights
How to Set KPIs for Call Centre Team Leaders
How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.
Customer Service Keywords for Resumes
Land an interview with our customer service keywords for resumes that will appeal to human recruiters and get you past the AI checks.
Customer Service Skills
We reveal what are considered customer service skills along with some tips to help people improve their skills to obtain and retain employment.
2024 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
Contact Centres and Digital Platforms: A Symbiotic Bond
This article explores the symbiotic relationship between digital platforms and contact centres for improving customer service and operational efficiency.
Expert Tips on How to Handle Overflow Calls in the Call Centre
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.
16 Customer Service Phrases for Angry Customers
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!
How Australian businesses can cultivate customer relationships
With increasing rising cost of living pressures, learn how businesses can make a few workflow adjustments to ensure they continue to prioritise customer relationships.
Halloween Ideas for Work
Inject a bit of fun and spookiness into your office with these great Halloween ideas for work including amazing food themes, costumes and more!
The Science of Call Centre Hold Music
Discover everything you need to know about call centre hold music including best practices, the psychology of what customers like, music selection and more!
Cost to replace a contact centre agent
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 Experience Statistics to Use at Work
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
Worst Call Centre Hold Times in Australia
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.
Popular Call Centre Metrics
A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations.
In a world of AI, it is time to value human interaction as a skill.
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?
7 Hilarious signs you really work in a call centre
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!
Ideas to enhance employee engagement in a contact centre
Ten powerful ideas to enhance employee engagement in a contact centre that are easy to implement and won’t cost you a fortune!
How to create a seamless digital experience across touchpoints
How customer touchpoints are pivotal to carving cohesive and flawless customer journeys through a seamless digitial experience.
10 Things only real call centre employees would understand
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.
Behind the White Gloves: Revamping Customer Service in a Premium Bank
Real-world case study of how optimising contact centre shift times was a catalyst for revamping customer service in a premium bank.
2023 Australian Contact Centre industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2023 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
How to Build a Customer Experience Measurement Program
How to Build a Customer Experience Measurement Program (CXM program) in 7 simple steps that can be applied to any business.
Habits of Successful Contact Centre Team Leaders
Discover the secret habits of successful Contact Centre Team Leaders who coach, nurture and lead teams to achieve individual and team success.
10 signs you’ve been working in a call centre too long
We seriously love the call centre industry but there are some tell-tale signs that maybe you’ve been working in a call centre too long.
20 Complaints Management Tips to Improve your CX
20 Complaints Management tips for any business/company that needs to improve their complaints handling processes, procedures, KPIs and more.
Australian Contact Centre Industry Information
Learn more about the Australian Contact Centre industry, including FAQs, benchmarking data, common myths and access to the industry’s leading resources.
Insights to Call Centre Recruitment and Employee Engagement in 2023
Gain insights from the Call Centre Recruitment and Employee Engagement 2023 symposium held at the Red Energy contact centre.
15 Best things about working in a call 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!
How to create a customer experience strategy
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!
How to enable Psychological safety in the Workplace
Psychological safety is the glue that holds the most successful teams together and these 8 tips can help you achieve it.
Why Journey Mapping is a team sport
Examples of Journey Mapping in the education and finance sector, along with key insights and tips into making your journey mapping a success.
5 Tips to increase contact centre productivity
Learn 5 tips to increase contact centre productivity and accelerate employee engagement that can be applied in any contact centre.
Omnichannel Communication – the new customer service?
Learn more about Omnichannel Communication and the alternatives now available for customer service as customers move away from the phone channel.
2022 Australian Contact Centres Best Practice report
View key stats, KPIs, benchmarking data and more in the free 2022 Australian Contact Centres Best Practice report – the largest in Australia.
