Contact Centre Articles
A selection of Contact Centre articles written by local and international experts to help broaden your understanding of the wonderful (and surprisingly complex!) world of contact centres.
We also have specific categories for contact centre agents, Team Leaders and Contact Centre Managers and an Industry Glossary containing a range of common contact centre acronyms, terms and definitions.
And as with all our articles and content, they are all designed to educate and inform without the sales pitches.
ACXPA Members also have access to a range of additional resources for contact centres, including exclusive Industry Insights, fortnightly contact centre manager roundtables, premium downloads, training courses and lots more!
How Workforce Planning Drives a Better Customer Experience
Discover how Workforce Planning goes beyond scheduling to create a people-first approach that drives exceptional customer experiences in contact centres.
Oct
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.
Jul
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.
Jul
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.
Feb
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.
Dec
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!
Nov
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!
Oct
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!
Oct
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.
Sep
Popular Call Centre Metrics
A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations.
Jun
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