Resources, Insights & Tools for Contact Centre Managers
Whether you’re running a 10-seat team or a multi-site operation, you’re in the right place. ACXPA is home to Australia’s most practical, respected, and vendor-free resources for contact centre leaders.
Below you’ll find curated articles designed to help you lead teams, improve performance, and stay ahead in a fast-changing industry — but that’s just the beginning.
📊 Industry Benchmarking
Compare your performance with real data, not guesswork.
🗓️ Live Roundtables
Join our monthly roundtables with fellow contact centre managers.
💼 Salary & Career Insights
Check current salary benchmarks across roles and locations.
Why Looking at AHT Outliers Matters
Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.
Mar
Time is Money: How to save time and money by rethinking RTM
Discover the benefits of real-time management automation in the call centre to improve efficiency 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
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
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
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
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!
Jun
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