ACXPA Monthly Member Symposiums & Video Library
Are you seeking best-practice tips, industry insights and expert advice on delivering great customer experiences?
Exclusive to ACXPA members only, the live monthly Member Symposiums are designed to bring you expert tips, industry best practices, thought leadership and a touch of inspiration by hearing directly from leading industry experts every month.
Each month, you’ll hear directly from experts across Contact Centres, Customer Experience, Digital Experience, Customer Service and Employee Experience, with each presenter sharing their expertise and insights on a specific topic in a short, bite-size session in either Q&A format or a recorded presentation that goes for approx 20-minutes.
No sales pitches or product demos – each presentation is designed to help share knowledge, not to try and sell you something!
This enables you to tune in on the sessions that matter to you, watching them live or in your Video Library, where every single session will be available.
This enables you not only to gain leading insights related to your current role but also to gain insights into other CX disciplines that will provide you with a much broader view of the industry and the opportunities that come with it.
And for the Contact Centre practitioners, you’ll get to hear directly from some of the leading contact centres as assessed as part of the Australian Call Centre Rankings Report to find out their secrets to success!
Access to the symposiums is included with all ACXPA memberships at no additional cost.
ACXPA Member Symposium Fast Facts
Access all previous presentations on demand!
We are all busy these days, so if you can’t make the monthly Member Symposium Livestream, all ACXPA Individual members can access the full library of interviews and presentations to watch on demand.
This provides access to an amazing content library where you can access any individual interviews and presentations at a time convenient to you.
This enables you to rewatch a favourite or only watch the presentations on topics you need or are interested in to save time.
Watching the live Members Symposiums and accessing the Video Library of recorded presentations is included for all ACXPA Members.
With other industry symposiums and conferences often costing hundreds of dollars and full of vendor presentations, our annual memberships offer outstanding value starting from as low as $35 per employee per year!
An ACXPA Membership enables you to attend all the monthly symposiums and access the entire Video Library of recorded sessions, as well as a host of other benefits including premium templates and resources you can download, exclusive industry insights and benchmarking data (including the Call Centre Rankings), industry-leading Members Directory, 25% off all our training courses, 50% off site tours, local networking events and lots more!
Next Members Symposium Livestream: Tuesday, 21st May, 2024, 13:30 AEST
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.
Preview of upcoming Symposium Sessions:
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)
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 >)
FAQs About the ACXPA Member Symposiums
When are the Symposiums?
The Symposiums are hosted live and streamed on the third Tuesday of every month, commencing at 13:30 AEST/AEDT (Melbourne, Australia), and typically run for around two hours in duration if you watch all the presentations and participate in the live discussions.
Where do I access the symposiums?
The Members Symposiums are only available to ACXPA Individual Members. Learn more >
What topics are covered?
We try and provide a range of different topics covering contact centres, customer experience, digital service, customer service and employee experience.
We want to help people not only improve their skills and insights with the current role, but also learn more about the other professions in our industry to broaden their understanding and career options.
The formats may vary but can include things like top tips, industry insights, case studies, how-to’s etc. and given the diverse nature of our member’s skillsets, we aim to have presentations suitable for those just commencing their careers through to managers looking to gain that extra edge.
If there is a particular topic you’d like covered, please contact us and let us know!
Who are the presenters?
We aim to bring you a broad range of speakers, including some of our ACXPA Advisory Board members, leaders in all of the industry skillsets (i.e. contact centres, customer experience, digital service and customer service) from a range of different industry sectors and experts from outside of our immediate industry who we can learn from.
The presenters can vary from practitioners (those in real jobs!), consultants and vendors with particular industry experience.
With technology, in particular, moving so fast, we may also include some vendors that share ‘next-practice’, showing some insights into proof of concepts, etc.
Whilst this may include some current or future product demonstrations, they are all very aware that there can be no sales/product pitches – all the presentations in the symposiums are designed to educate, inform and inspire – not sell you something!
If you’d like to be considered as a speaker at one of our Symposiums, please learn more here: Members Symposiums Speakers Briefing >
What’s the format for the symposiums?
Our host will welcome everyone to the symposium at 13:30 AEDT/AEST (Melbourne, Australia) and then introduce each speaker before live-streaming their pre-recorded video presentation or interview.
Following the screening of each presentation, attendees watching the live stream are welcome to join in a discussion on any of the topics covered in the presentations, which provides a great way to gain additional insights and liaise with other industry professionals.
Following the symposium, all the presentations will be added to the Video Library, enabling you to watch them anytime.
