, you've got everything ACXPA offers.
As part of 's ACXPA Business Membership, every tool, calculator, diagnostic, template, facilitator pack and live session is unlocked for you and your team.
Use this page to discover anything you haven't tried yet, or share specific tools with colleagues who'd benefit.
Includes the premium team tools: the Team Leader Coach, Persona Wizard, Goal Tracker, facilitator guides, full response template library and complaints management tools.
, you've got everything ACXPA offers.
As part of 's ACXPA Vendor Membership, every member tool, calculator, diagnostic, template, guide and live session is unlocked for you and your team.
Use this page to discover anything you haven't tried yet, or share specific tools with colleagues who'd benefit.
Includes the full searchable roundtable and Member Byte archive, the self-paced course library and 25% off live CX Skills training.
Find the exact resource you need
Every tool, template and calculator ACXPA offers, in one place. Pick how you'd like to browse.
Two ways in — pick one:
Every tool shows the access tier it needs — tap a level above to see exactly what's included.
Free * = free to use, with more unlocked by Individual or Business Membership.
Diagnose & Assess8 tools
Assess your current state across CX, customer service, contact centre operations and persona readiness. Scored results, domain breakdowns, prioritised action.
- CX Maturity Pulse CheckHow does your customer experience stack up? Five quick questions give you an instant read on your CX maturity. Free, no login.
- Customer Service Health CheckHow good is your customer service, really? Find out in 5 minutes, then go deeper to a full diagnostic with a ranked action plan.
- Benchmarking Program Price CalculatorWhat would benchmarking against your competitors cost? Choose your calls, peers, duration and workshops to see the monthly price and total.
- Call Quality Assessment Pricing EstimatorPrice an independent assessment of your real customer calls in minutes. Set your volumes and options and see an estimate straight away.
- Private Benchmarking Pricing EstimatorSee what confidential, independent benchmarking of your contact centre would cost. Choose your scope and get an estimate straight away.
- Customer Persona Readiness CalculatorReady to build personas people will use? Ten questions check your data, research and buy-in, then give you a readiness score and next steps.
- CX Maturity AuditBenchmark your CX against peers in your country, industry and size. 42 questions, six pillars, a ready-made roadmap and a 90-day re-audit.
- Contact Centre Maturity ToolHow mature is your contact centre? Answer questions across seven areas in about 15 minutes and get your score, priority focus areas and resources to act.
Calculate & Model12 calculators
Build data-backed business cases. Quantify CLV, churn, retention, ROI, turnover cost — the numbers finance and execs actually want to see.
- Customer Lifetime Value CalculatorWhat is a customer really worth? Calculate customer lifetime value from spend, frequency and lifespan to back your retention business case.
- Customer Lifespan CalculatorHow long does a typical customer stay? Work out average customer lifespan from your churn rate, the starting point for lifetime value.
- Customer Churn Rate CalculatorHow many customers are you losing? Enter your customer numbers and see your churn rate instantly, with a guide to what the figure means.
- Customer Retention Rate CalculatorWhat share of your customers do you keep? Enter your customer numbers and see your retention rate instantly, with how to use the figure.
- NPS CalculatorWork out your Net Promoter Score in seconds, with the full promoter, passive and detractor breakdown. Members also see the margin of error.
- ROI CalculatorsBuild a business case that gets approved. Calculate return on investment for projects, technology, CX programs and staffing.
- Employee Turnover CalculatorAre you holding on to your people? Measure retention and attrition for any period, then compare your result with contact centre benchmarks by centre size.
- Employee Cost CalculatorWhat does an employee really cost? Add super, on-costs, overhead and shrinkage to the wage and see the cost per year, per hour and per minute.
- Per Minute Cost CalculatorWhat do a few wasted seconds per call really cost? Turn avoidable handle time into dollars and lost FTE, and build the case to fix it.
- Survey Sample Size CalculatorHow many survey responses do you need? Size your CSAT, NPS or CES survey with the right maths, or check how reliable your results are.
- Erlang C Calculator (Free, Excel)How many agents do you need to hit your service level? Enter your calls, handle time and target, and see agents needed and staff to roster in minutes.
- Employee Replacement Cost CalculatorWhat does it really cost when someone leaves? Add up exit, recruitment, onboarding and lost productivity to see the true cost of replacing one employee.
Plan & Forecast (WFM)8 tools
Replace your spreadsheet stack. Purpose-built workforce planning tools for contact centres — modern, browser-based, no macros to debug.
- Free Online Erlang C CalculatorHow many agents do you need? Enter calls, handle time and your service level target to get a staffing number in seconds. Free, no login.
- Interval PlannerPlan staffing interval by interval. Set your opening hours, enter volumes, handle time and staff, and see the service level for every period.
- Service Levels SimulatorCan you hit service level with the team you have? Enter agents, calls and handle time for an interval and see the result, ASA and occupancy live.
- Staffing Levels SimulatorHow many people do you need to roster? Set calls, handle time, service level and shrinkage, and the staff you need updates live as you adjust.
- Workload to Capacity CalculatorHow many people do you need for email, cases and chat? Turn workload into a realistic FTE figure once shrinkage, occupancy and concurrency apply.
- Advanced Shrinkage CalculatorStop guessing your shrinkage. Add your internal and external factors to get an accurate total you can use in every other staffing tool.
- Outlier Detection WizardKnow who needs coaching and who deserves recognition. Enter any metric to see who sits outside your team's normal range, with a PDF report.
- AHT Outlier Tool (Excel)Which handle times need a closer look? Enter up to 25 agents' AHT and the chart shows who sits outside your team's normal range.
Build & Document10 tools & templates
Stop building artefacts from scratch. Personas, journey maps, induction checklists, response templates, policies — ready-made starting points and interactive builders.
- Customer Response CoachNever stare at a blank reply again. Pick the situation, add what happened and get a reply in the right tone for email, SMS, letter or in person.
- Customer Persona Template (PowerPoint)Put a persona on one slide your stakeholders will read: goals, frustrations, motivations, preferred channels and a personality scale, ready to edit.
- Employee Induction WizardGet a new starter productive faster. Pick their channels, role and work model for a five-stage induction plan with training links and a PDF.
- Customer Journey Mapping TemplateMap your customer journey without starting from a blank slide. An editable PowerPoint for stages, touchpoints, emotions and pain points.
- Website Complaints Page TemplateNeed a complaints page on your website? Ready-to-publish copy that sets fair expectations, plus notes for whoever builds the page.
- Environmental Policy TemplatePut your environmental commitments in writing. An editable Word policy template with the standard headings, ready to adapt to your business.
- Press Release TemplateAnnounce your news like a pro. An editable Word press release template with the standard structure, ready for your own story.
- Customer Persona WizardBuild personas that hold up in a budget meeting. Seven guided steps link each persona to jobs to be done, lifetime value and retention.
- Business Continuity Plan TemplateBe ready before the next outage. A ready-to-use Word plan built for contact centres, with guidance notes to help you adapt all 13 sections.
- Customer Service Charter TemplatePublish a customer service charter your team can live up to. A fill-in-the-blanks Word template with measurable standards and an AI prompt.
Coach & Develop8 tools & templates
Run better coaching conversations and set goals that actually get achieved. GROW + SMART frameworks, real examples, and structured tools for team leaders.
- GROW Model Coaching TemplateRun your next coaching conversation with a plan. A one-page Word template with prompt questions for each GROW stage and space to agree a SMART commitment.
- SMART Goals TemplateSet goals your team will own. A fillable Word template with a goal statement builder, progress reviews and commitment signatures. Free, no login.
- GROW Model Coaching ExamplesSee what a good GROW coaching conversation sounds like: five real contact centre examples, from AHT gaps to new starter confidence, and why each works.
- SMART Goal Examples for Team LeadersTurn team objectives into goals people can hit. Five complete SMART goals for FCR, quality, CSAT, adherence and AHT, ready to adapt for your team.
- Employee Goal Tracker (Excel)Track your team's goals in one Excel sheet. Record each baseline and target, set three review dates and see at a glance who is on track and who needs support.
- Team Leader CoachWalk into every coaching conversation ready. Plan it with AI, practise by chat or on a live call with an AI team member, and get scored feedback first.
- Employee Goal TrackerKeep every development goal on track. Set SMART goals for each team member, schedule check-ins and get email reminders, so no follow-up slips through.
- Agent Performance MatrixSee your whole team on one page. Score each agent on quality and productivity and plot them on a four-quadrant matrix to target your coaching.
Quality Assurance (QA)4 tools
Put your QA sampling on a defensible footing — size your reviews properly, prove the cost, and (for Business teams) benchmark your sampling practice against contact centres like yours.
- QA Sample Size CalculatorHow many calls should you really be reviewing? Get the sample you need for your target accuracy, or check how reliable your current one is.
- Advanced QA Sample Size CalculatorBuild a QA sampling plan you can defend. Tune the sample to your real fail rate, see what QA costs each month and export a plan for leadership.
- QA Sampling BenchmarkShare your QA sampling approach and unlock a like-for-like comparison with centres in your sector and size band.
- QA Sampling Benchmark ResultsHow does your QA sampling compare? See every measure against centres in your sector and size band, with a clear verdict and a PDF.
Train & Onboard10+ training assets
Self-paced courses, ready-to-deliver facilitator packs, learner workbooks, induction tools, and 25% off live CX Skills training for members.
- Industry Knowledge Quizzes21 quizzes that test what you know about call centres, customer service and CX. Get an instant score, then review the questions you missed as a member.
- General Knowledge Trivia QuizzesA fresh general knowledge trivia quiz every month, ready to run with your team in huddles or on engagement days.
- Live CX Skills TrainingLive, instructor-led public courses in customer service, contact centres, CX, workforce management and leadership — anyone can book. ACXPA Members, including those on a Business Membership, save 25% on every ticket.
- Employee Induction WizardGet a new starter productive faster. Pick their channels, role and work model for a five-stage induction plan with training links and a PDF.
- Self-paced Training CoursesShort self-paced courses for frontline teams and team leaders, with a certificate when you finish. Assign them to your team and track progress.
- Active Listening Pocket GuideA 9-page workbook that turns active listening into a daily habit for frontline staff, with real examples, practice drills and a desk card.
- Frontline Complaints Handling Training GuideHelp your frontline handle complaints with confidence. A 32-page guide to the HEAT method, staying calm and safe, every channel and when to escalate.
- Active Listening Facilitator GuideRun a ready-made 30-minute active listening session for your team, with speaker notes, timings, discussion prompts and scenario practice.
- Complaints Handling Facilitator GuideRun a 45-minute complaints session with your team. A ready-to-present deck with speaker notes, timings, a scenario to practise and the 7-step checklist.
- HEAT Training Facilitator GuideTeach your team to stay calm under pressure. A 60–90 minute session on the HEAT method, with speaker notes, real scenarios and when to escalate.
Recruit & Hire10 templates
Pre-written job descriptions and structured interview toolkits for the full hierarchy of customer service, contact centre and CX roles.
- STAR Interview Toolkit for Frontline RolesHire people who will thrive in customer service. Pre-written behavioural questions, 1–5 scoring rubrics and a structured interview flow.
- STAR Interview Examples for Frontline RolesSee what a strong answer looks like. Five real frontline interviews show how to probe for the full story and score candidates fairly.
- Call Centre Agent Job Description TemplateHiring call centre agents? Start from a role description that covers service, sales and retention, quality and compliance, ready to edit in Word.
- Customer Service Officer Job Description TemplateHiring customer service officers? Start from a role description that covers enquiries across channels, admin, compliance and teamwork, ready to edit in Word.
- Contact Centre Team Leader Job Description TemplateHiring a team leader? Start from a role description that covers coaching, real-time management, quality and team culture, ready to edit in Word.
- Contact Centre Manager Job Description TemplateHiring a contact centre manager? Start from a role description covering strategy, workforce management, technology and people leadership, ready to edit in Word.
- Customer Service Manager Job Description TemplateHiring a customer service manager? Start from a role description covering service delivery, people leadership, standards and compliance, ready to edit in Word.
- CX Analyst Job Description TemplateHiring a CX analyst? Start from a role description that covers data, insight, reporting and stakeholder influence, ready to edit in Word.
- Customer Journey Designer Job Description TemplateHiring a customer journey designer? Start from a role description that covers journey mapping, research, service design and measurement, ready to edit in Word.
- Head of CX Job Description TemplateHiring a Head of CX? Start from a role description that covers strategy, voice of customer, journey transformation and digital, ready to edit in Word.
Handle Complaints11 tools & templates
Frameworks, frontline reference cards, escalation logic, and operational tools for handling complaints consistently across teams.
- Complaints CoachAn angry customer is waiting. Tell the coach what happened and get a calm, professional reply for any channel, with checks and escalation flags.
- Complaints Handling Pulse CheckTwelve questions, five minutes: see where your complaints handling stands across 8 dimensions, with your maturity level and top 3 priorities.
- Escalation Policy BuilderWrite who can approve what and which complaints must always go higher, then stress test it against 19 real-world scenarios and an AI-powered review.
- Complaints Handling Maturity Audit48 questions across 8 dimensions: a score for each, a prioritised action plan linked to ACXPA resources, a PDF report and your progress over time.
- 7-Step Complaints Handling Cheat SheetHandle every complaint the same way, every time. A one-page reference with the seven steps from Listen to Close, and what to say at each one.
- Website Complaints Page TemplateNeed a complaints page on your website? Ready-to-publish copy that sets fair expectations, plus notes for whoever builds the page.
- Customer Complaints Commitment SignShow customers how you'll handle their complaint. A printable sign with your logo, six commitments and how to raise a complaint, ready to edit in Word.
- Complaints Handling FrameworkGive your team one way to handle complaints. An 11-page framework that takes them through seven steps, the common mistakes and a checklist before closing.
- Frontline Complaints Handling Training GuideHelp your frontline handle complaints with confidence. A 32-page guide to the HEAT method, staying calm and safe, every channel and when to escalate.
- Complaints Logging ToolCapture every complaint the same way. An Excel log with a guided entry form, editable lists and a dashboard showing what customers complain about most.
- Escalation Decision ToolWho should handle this complaint? Answer a few questions on risk, impact and your role, and see whether to resolve it yourself or escalate, and to which level.
Reference & Look Up13 resources
Cheat sheets, phonetic alphabets, framework reference cards, case studies and best-practice reports — plus the Roundtable AI Assistant for questions that span years of practitioner discussion.
- HEAT Model Cheat SheetKeep your team calm when customers aren't. A one-page guide to the HEAT method, with what good sounds like and what to avoid at each step. Free.
- Phonetic Alphabet (NATO), PDFSpell it right first time. A free printable NATO phonetic alphabet in three sizes: wall poster, desk card and monitor strip.
- Phonetic Alphabet (NATO), WordThe A to Z NATO phonetic alphabet as an editable Word file, so you can add your branding or change the layout for your team. Free.
- Australian Phonetic AlphabetArvo, Bogan, Chook: a tongue-in-cheek Aussie take on the phonetic alphabet. A free, editable icebreaker for team huddles and new starters.
- Contact Centre Acronyms Cheat SheetThe 12 contact centre acronyms every new starter needs, each in plain English on one printable page. Free for your desk or onboarding pack.
- Industry GlossaryGrowing reference with embedded calculators on key terms.
- Customer Service Best Practices for Medical Practices33 customer service standards for medical and health practices, from Foundations to Best Practice, with a PDF checklist to score your own practice.
- CX RoundtablesMonthly online roundtables where senior CX practitioners share what is working. Join live, or watch past sessions and read the recaps.
- Call Centre RoundtablesMonthly online roundtables where contact centre leaders share what is working. Join live, or watch past sessions and read the recaps.
- Roundtable AI AssistantWant to know what practitioners actually said? Ask in your own words and get an answer from the roundtable library, linked to the moment in each recording.
- Human-Centred Design Framework CardThe Double Diamond on one page: Discover, Define, Develop, Deliver. A branded A4 reference for workshops, decks and team briefings.
- How to Build the Foundations of a CX ProgramStarting or resetting a CX program? A 12-page senior practitioner guide to the building blocks that make a CX program stick.
- Tennis Australia CX Strategy & InsightsHow a major sports organisation built its CX program. A 19-page case study from Tennis Australia, with lessons for any industry.
Don’t see your exact role, or just want to browse everything?
A dedicated hub for every discipline
Customer service, contact centres, CX, workforce management, complaints, coaching, training and benchmarking — each with its own complete toolkit. Whether you need just one discipline today or you'll grow into all of them, ACXPA has every element of customer experience covered as your business grows.
Customer Service Hub
Frameworks, response templates, induction checklists and training to lift consistency and capability across customer service teams of any size or sector.
Open hub →WFM Hub
Eight purpose-built workforce planning tools — forecast staffing, model service levels, calculate shrinkage, detect outliers, quantify turnover cost.
Open hub →Complaints Handling Hub
Frameworks, logging tools, escalation guides, frontline cheat sheets, facilitator guides — handle complaints consistently, fairly and defensibly.
Open hub →Coaching & Performance Hub
The AI Team Leader Coach, coaching frameworks, goal-setting templates, performance monitoring tools and capability training — built for team leaders.
Open hub →Training & Onboarding Hub
Self-paced courses, facilitator guides, learner workbooks, induction wizard, industry quizzes and 25% off live CX Skills training.
Open hub →Benchmarking Hub
Independent call centre benchmarking services assessed against national CX Standards — mystery shopping, competitor and private benchmarking, real-call quality assessments.
Open hub →Learn from people who’ve done the work
Live monthly roundtables, fortnightly open-mic sessions, short-form practitioner sessions, a podcast and a growing article library — every video session is fully transcribed and searchable for members.
CX Roundtables
Monthly live panel with senior CX practitioners. First Wednesday at 2pm.
Full library with searchable transcripts, timestamped key moments, executive summaries, and CX Leader Briefs for members.
Members can also ask the Roundtable AI Assistant a question and get an answer drawn from the whole library, cited back to the moment.
Explore CX Roundtables →Call Centre Roundtables
Monthly live panel with Australian contact centre leaders. Second Wednesday at 11am.
Same full member library — searchable transcripts, executive summaries, key moment jumps.
Plus the Roundtable AI Assistant, which answers questions across the whole library with a jump-link behind every point.
Explore Call Centre Roundtables →Open Mic with Justin
A relaxed, off-the-record fortnightly Zoom hosted by ACXPA CEO Justin Tippett — no agenda, no slides, no prep. Drop in to ask a question, share what you're working through, or just listen.
Every second Tuesday, 11am–12pm (Melbourne/Sydney); join or leave whenever. Not recorded, so the conversation stays candid.
Explore Open Mic →Member Bytes
Short, focused practitioner sessions — each built around a single idea, tool, or decision you can act on immediately. Searchable transcripts, timestamped key moments, executive summary per episode.
Explore Member Bytes →The Customer Verdict Podcast
Hosted by ACXPA CEO Justin Tippett. Direct, unfiltered conversations on CX, contact centres, AI and technology. Episodes free for everyone — members unlock searchable transcripts and executive summaries.
Listen to the podcast →Article Library
A growing library of practitioner-written articles spanning customer service, CX, contact centres, employee experience, digital CX and industry insights. Filterable by category.
Browse articles →Industry Glossary
A growing reference of CX, customer service and contact centre terminology. Many entries include embedded calculators (CLV, churn, NPS, retention) and downloadable templates.
Browse glossary →Australian Call Centre Rankings
Australia's most comprehensive independent call centre benchmark. Every month, mystery shopper-style calls are made to call centres across multiple sectors — banks, energy, insurance, councils, telcos, aged care, education and more — capturing 48+ metrics including wait times, agent performance, hold music, IVR experience and overall CX. The live leaderboard is right here.
- Independently assessed against the ACXPA Contact Centre CX Standards
- Sector-specific leaderboards across 7+ industries
- Australia-wide and per-sector performance breakdowns
- Rolling 3-month and 6-month trend data
- Downloadable monthly and quarterly reports (30+ insights per report)
- Anonymised peer comparison data
The live leaderboard shows the current top 5, ranked on each centre's rolling 3-month average for our Overall CX Metric — the single score that rolls all 48+ measures into one number.
It refreshes as each month's mystery-shopping results come in, so what you're seeing is always current. Sector leaderboards, trends and the full field sit inside the dashboard.
Learn more about the rankings >
Data accurate as of October 2026
Find and connect with practitioners
Three different directories and private member groups — find the right people, ask the right questions, and stay connected to the industry.
Business Members Directory
Browse organisations with ACXPA Business Memberships — useful for vendor selection, peer benchmarking and partnership.
Free to browseACXPA Supplier Directory
The independent supplier directory for customer service, CX and contact centre technology and services. Search by category, region or capability.
FreeYour complete Business toolkit
Everything above is unlocked as part of 's ACXPA Business Membership — including the premium team tools (Team Leader Coach, Persona Wizard, Goal Tracker, facilitator packs, response templates, complaints tools). Head to your hub or use this page to discover tools you haven't tried yet.
Your complete toolkit
Everything above is unlocked as part of 's ACXPA Vendor Membership — the full member toolkit of calculators, diagnostics, templates, guides and live sessions. Head to your hub or use this page to discover tools you haven't tried yet.
