Resources, Insights & Tools for Contact Centre Team Leaders
If you’re leading a team on the contact centre floor, this is your go-to hub. ACXPA is home to Australia’s most practical, respected, and vendor-free resources for contact centre professionals.
Below you’ll find curated articles designed to help you coach effectively, lift team performance, and grow your leadership skills — but that’s just the beginning.
📊 Industry Benchmarking
Compare your centre’s performance with real-world data.
🗓️ Live Roundtables
Join our monthly roundtables with fellow contact centre professionals.
💼 Salary & Career Insights
Check salary benchmarks and career progression insights.
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
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
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
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.
May
Tax Deductions for Contact Centre Workers
Free guide on what you can (and can't!) claim as Tax Deductions for Contact Centre Workers.
Sep
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