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This resource is one of 70+ tools, templates and calculators built by ACXPA for customer service, CX and contact centre professionals. Here's a taste of what members use every day:
- Diagnose & benchmark — three flagship diagnostics: the CX Maturity Audit, Contact Centre Maturity Tool and Customer Service Health Check (try the Pulse Check now), each with scoring, peer benchmarking and prioritised action plans
- 16+ online calculators — Erlang C, advanced shrinkage, staffing & service level simulators, NPS, CLV, churn, turnover and more
- Customer Response Templates — 480 ready-to-use response variants across email, SMS, letter and in-person
- Coach & develop your team — the interactive Team Leader Coaching Guide (14 contact centre scenarios) and Employee Goal Tracker with automated check-in reminders (Business Members)
- Run your own training — facilitator guides for Active Listening, Complaints Handling and HEAT de-escalation, ready to deliver in-house (Business Members)
- Training — 20+ self-paced courses included with membership, 25% off the full course library of 300+, and 25% off all live CX Skills training
- Call Centre Rankings — independent benchmarking data across Australian contact centres
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Get full access to every tool, template and calculator
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As a subscriber you already get a great range of resources — but there's a growing library of member-only tools, templates and calculators your access level doesn't unlock, including:
- All three flagship diagnostics — the CX Maturity Audit, Contact Centre Maturity Tool and the complete 102-question Customer Service Health Check, with peer benchmarking, roadmaps and PDF reports
- The full WFM calculator suite — interval planner, staffing & service level simulators, advanced shrinkage, outlier detection and more
- The full template library — job description templates, customer journey mapping, complaints frameworks, coaching templates and more
- Coaching & performance tools — the interactive Team Leader Coaching Guide, Employee Goal Tracker and in-house facilitator training guides (Business Members)
- Training — 20+ self-paced courses included with membership, 25% off the full course library of 300+, and 25% off all live CX Skills training
Explore Key Hubs:
Unlock every member-only resource in one upgrade
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✅ Thanks for being an ACXPA member,
Enjoy your download — and don't forget your membership includes the full suite of diagnostics, calculators and templates, 20+ self-paced courses, 25% off the full course library of 300+ and all live CX Skills training, plus monthly Roundtables and Member Bytes.
Quick Access to Member Hubs:
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✅ Thanks for being an ACXPA Business Member,
Enjoy your download! If this resource is intended for individual use, you can switch to your Individual Membership using Switch Account in the grey menu bar at the top. And don't forget your Business Membership includes exclusive tools your team leaders can use today — plus facilitator guides for delivering Active Listening, Complaints Handling and HEAT de-escalation training in-house.
Your Business-Exclusive Tools:
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✅ Thanks for being an ACXPA Vendor Member,
Enjoy your download! If this resource is intended for individual use, you can switch to your Individual Membership using Switch Account in the grey menu bar at the top.
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