Curated Industry News & Articles

There’s always a lot happening in our industry, from new technology, changes to government policies, mergers and acquisitions and so on. We do our best to publish a range of original articles and content to help educate and inspire, but the world is a big place and there is a never-ending source of content being published!

We want to try and ensure you are always in the know about what’s happening, so our Industry News page is where you’ll find links to key articles that we found interesting and relevant to the ACXPA community.

Of course, we also have lots of our own great original content we encourage you to explore, including articles, an industry glossary, industry insights and data, templates, guides, calculators, and a lot more!

We also have Press Releases released by ACXPA and Press Releases from Vendors.

Hand-picked industry news

Our hand-picked articles containing industry information that we believe will be interesting for our industry. Please note these articles are not written by ACXPA and are shared as a helpful service for you. Articles will open in a new window.

Telstra to launch new call centre on Palm Island

Telstra to launch new call centre on Palm Island

28th June, 2023

Telstra has announced plans to build a new call centre on Palm Island, a small island of the coast of North Queensland that will initially house around 20 locals after completing a 12-week training course.

Read article >
ANZ Customers have the highest CX expectations across the APAC r

ANZ Customers have the highest CX expectations across the APAC region

22nd June, 2023

Poor customer experiences are threatening brand loyalty, with nearly one-third (31%) of consumers in the Asia Pacific region (APAC) opting to take their business elsewhere after a dissatisfactory interaction last year, according to the latest study from global cloud leader in experience orchestration, Genesys.

Read article >
KPMG Cloud Transformation Report

2023 KPMG Cloud Transformation Survey Summary Report

20th June, 2023

Discover the critical insights from the 2023 KPMG Cloud Transformation survey, where over 300 senior-level cloud practitioners were surveyed, to understand the far-reaching risks in cloud environments and how your organisation can overcome them.

Read report >
Services Australia axes Serco contract

600 Australian Call Centre Jobs under threat

19th June, 2023

The Albanese government is facing union blowback after it axed a call centre contract with Serco Group, leaving 600 call centre workers out of a job by the end of the month.

Read article >
CPSU announce deal for call centre workers

Call Centre workers win the right to work from home

11th July, 2023

The Community and Public Sector Union (CPSU) has today claimed a win in service-wide APS bargaining after locking in significant improvements to APS workers’ access to flexible working arrangements, including working from home for call centre agents.

Read article >

We like to keep our finger on the pulse with what’s happening in the industry, but even we can’t report on the future just yet!

We like to keep our finger on the pulse with what’s happening in the industry, but even we can’t report on the future just yet!

We like to keep our finger on the pulse with what’s happening in the industry, but even we can’t report on the future just yet!

We like to keep our finger on the pulse with what’s happening in the industry, but even we can’t report on the future just yet!

We like to keep our finger on the pulse with what’s happening in the industry, but even we can’t report on the future just yet!

CX Roundtables - Upcoming Guest

Live and interactive sessions for customer experience professionals in Australia.

Upcoming CX Roundtable Steven Arnold bw

Contact Centre Manager Roundtables - Upcoming Guest

Live and interactive sessions for contact centre professionals in Australia.

Upcoming Contact Centre Roundtable - Scott Wooden

Next Members Symposium Livestream: Tuesday, 21st April, 2024, 13:30 AEDT

The Members Symposium sessions are only available to ACXPA Members! 

ACXPA Members can watch the symposium live, and, can watch any of the sessions at any time in their Video Library. 

Discover which membership is right for you >

Preview of upcoming Symposium Sessions:

Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Chief Product Officer, Datagamz (and ACXPA National Advisory Board Member)

ACXPA National Advisory Board Member Simon Blair

Tips to Boost Engagement on Calls

Of the five quality competencies we assess as part of the Australian Call Centre Rankings, the 'ENGAGE' competency from the Australian Contact Centre Quality Standards has consistently been at the bottom of the rankings throughout 2023 and into 2024.

In this session, Simon will provide some tips that can be shared with agents on how to increase engagement with customers at the start of calls.

Presented by Simon Blair, General Manager Quality Insights, ACXPA

More sessions announced soon! 

(If you're interested in speaking at one of our events, click here to learn more >)

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