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. 

View the Glossary >

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  • Contact Centre Employees
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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!

Tips for Enhancing CX Using Generative AI

As ChatGPT takes the world by storm, we share some current and future benefits and tips for enhancing CX using generative AI.

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.

Dealing with anger and abuse in customer service today

Bruises and black eyes? Have the stakes been raised in dealing with anger and abuse in customer service today? Why stress is causing issues for us all.

How to Manage Angry Customers

If you work in a call centre or customer service role, these expert tips will help teach you how to manage angry customers and get the conversation back on track using the HEAT model.

Empathy Statements for Customer Service

Use these Empathy Statements for customer service or call centre work that will help diffuse the situation and calm down an angry customer.

Outsourcing to an Australian Contact Centre

If you’re considering outsourcing to an Australian contact centre this vendor-agnostic article contains costs, key facts and info you need to know!

An introduction to customer personas

Creating customer personas are one of the most received requests by CX professionals… what are they, when do we create them, and why do we need them?

Using gamification to maximise employee engagement

Tips and insight into why using gamification to maximise employee engagement can be rewarding for your employees and your business.

Tax Deductions for Contact Centre Workers

Free guide on what you can (and can’t!) claim as Tax Deductions for Contact Centre Workers.

Tips on how to retain call centre employees

How to retain call centre employees is consistently a challenge for Call Centre Managers so we asked our members to share their top tips.

Active Listening Skills for Call Centres

Learn why Active Listening Skills are so critical in the call centre along with 5 tips on how to instantly improve your performance.

2024 Australian Call Centre Salaries

Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.

6 Tips for Handling Customer Complaints

If you have to deal with customers, these tips for handling customer complaints will ensure you’re prepared when someone gets angry or upset.

Phonetic Alphabet Free Download

View the phonetic alphabet used in call centres or customer service and you can also download a free desktop guide to stick on your desk/monitor.

How to submit an article on ACXPA

If you’d like to share your experience and knowledge with the contact centre, customer experience, customer service, digital experience or employee experience industry in Australia, there are two ways to get your article published an article on ACXPA to boost your profile and contribute to our industry:

  1. Anyone with an ACXPA Individual Membership can automatically publish an article that includes their author bio (including links to their website and social media).
  2. You can submit a Guest Post that will be published by our Staff Writers.
Learn how to submit an article >

How to report any errors in articles 

Our aim is to provide you with information that helps to educate, inspire and inform people working inside and outside of our industry.

Whilst all our articles are checked prior to publishing, perhaps we had an off day and completely missed an obvious typo or over time, information that was accurate at the time of publishing has become outdated.

If you do find any information that you believe is incorrect, please contact us and our team will review it.

Report errors in articles >

Articles Disclaimer

There is a diverse range of opinions, experiences, practices and so on that all contribute to the wonderful kaleidoscope of our global industry.

We do our best to share those with you but need to state that the views and opinions expressed on the ACXPA website are those of the authors and they do not purport to reflect the opinions or views of ACXPA or its members.

Please refer to the ACXPA Terms of Use for further information.

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