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!
Erlang C Isn’t Broken — But Your Workforce Planning Might Be
Erlang C still has a place in contact centre workforce planning, but it was built for a simpler world. This article explores where it still works, where it breaks down, and what leading contact...
Mar
Using AI in Recruitment for Call Centres
How AI is used across the call centre hiring funnel — market data, 8 practical examples with prompts, pros and cons, and the metrics that matter.
Sep
Why Looking at AHT Outliers Matters
Chasing a single "good" AHT number rarely improves anything. Learn why AHT outliers are the insight that actually changes coaching — and how to act on them.
Mar
4 Benefits of Call Centre Real-Time Management Automation
Real-time management automation reads live ACD data and acts on it — improving agility, shrinkage accuracy, engagement and the customer experience.
Feb
Why Becoming a Leader of Managers is a Recipe for Disaster
Leading managers is a new challenge. Build trust, drive strategy, and inspire impact with these proven tips to succeed as a true leader of managers.
Feb
Australian Phonetic Alphabet
Australia uses the NATO Phonetic Alphabet, but here’s a funny Aussie version with words like Arvo, Bogan & Quokka. Download it for a laugh!
Jan
How Workforce Planning Drives a Better Customer Experience
Workforce planning drives customer experience by treating consultants as the primary customer — from forecasting and rosters to the shift swap you grant.
Oct
How to Set KPIs for Call Centre Team Leaders
You can't expect what you don't inspect. A practical guide to setting KPIs for call centre team leaders — the metrics that matter, how many to set, what makes a good one, and the leadership and...
Jul
Customer Service Keywords for Resumes
The customer service keywords that get your resume past the ATS and in front of recruiters — grouped by category, plus how to use them without overstuffing.
Jul
Contact Centres and Digital Platforms: A Symbiotic Bond
Contact centres and digital platforms work when the split is deliberate and the handover is clean. Most organisations get the first part and skip the second.
Feb
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