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Latest Articles
Using AI in Recruitment for Call Centres
Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes.Read article »
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 »
Latest Glossary Terms
Shrinkage
Call centre shrinkage< is the percentage of paid time that agents are available to handle customer calls — due to breaks, meetings, training, leave, sickness, coaching, late starts, system downtime, and more.Read More »
Peak End Rule
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Upcoming Courses & Events
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September 2025 Customer Experience (CX) Management Training
The September 2025 CX Management Fundamentals course is the gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated...View event > -
CX Roundtable October 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 October 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 > -
October 2025 Reception Foundations
The October 2025 Reception Customer Service Foundations course teaches premium customer service skills specifically for front desk/reception...View event > -
October 2025 Inbound Phone Sales Essentials
The October 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event >
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