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Latest Articles
2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report - the largest in Australia.Read article »
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.Read article »
Latest Glossary Terms
Agentic AI
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Customer Lifespan
Customer Lifespan refers to the average duration of time a customer engages with a business before they stop using its products or services.Read More »
Upcoming Courses & Events
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June 2025 Customer Service Foundations
The June 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event > -
June 2025 Reception Customer Service PRO
Perfect for receptionists/front-desk employees etc, the June 2025 Customer Service Reception PRO course will teach your employees premium customer service skills over...View event > -
June 2025 Inbound Phone Sales PRO
Boost your employees’ sales performance and customer engagement with the June 2025 Inbound Phone Sales PRO training course - designed to equip phone-based employees...View event > -
CX Roundtable July 2025
Join us for our free CX Roundtables featuring a special guest each month to share practical insights for customer experience (CX) professionals and the chance to connect and...View event > -
Call Centre Roundtable July 2025
Join us for our free Call Centre Roundtables featuring a special guest each month to share practical insights for contact centre professionals and the chance to connect and...View event >
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