Articles by ACXPA

View the results of the Australian Call Centre Rankings Q4 2023 for the Banks, Car Insurance, Energy & Internet Providers, Councils and TAFE Sectors.

We met Aurelius Bastian, former chef and now the Customer Service Team Leader at Seek to learn about his facinating journey.

View all the Mystery Shopping Results for Australian Councils, December 2023 including average wait times, quality of customer service and more!

View all the Mystery Shopping Results for Australian Councils, November 2023 including average wait times, quality of customer service and more!

View the Australian Internet Providers Dedcember 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

Learn more about our Featured Member, Aurelius Bastian from Seek.

View the Australian Internet Providers November 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

Australian Banks Call Centre Rankings December 2023 including average wait times, quality of customer service, hold experience and more!

View the Australian Internet Providers October 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

Australian Banks Call Centre Rankings November 2023 including average wait times, quality of customer service, hold experience and more!

View the Australian Energy Providers December 2023 Call Centre Rankings with average wait times, quality, answer percentage and lots more!

View the Australian Energy Providers November 2023 Call Centre Rankings with average wait times, quality, answer percentage and lots more!

View the results of the October 2023 Australian Call Centre Rankings assessing six different industry sectors.

View the Australian TAFEs October 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage, and more!

View the Australian TAFEs September 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage, and more!

Australian Banks Call Centre Rankings October 2023 including average wait times, quality of customer service, hold experience and more!

View the Australian Energy Providers October 2023 Call Centre Rankings with average wait times, quality, answer percentage and lots more!

Handling overflow calls in a call centre environment can be tricky, so we reveal best practice industry tips on how to manage them for your business.

View the Car Insurance October 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View all the Mystery Shopping Results for Australian Councils, October 2023

Hear directly from the new General Manager of Quality Insights, Simon Blair, about the launch of the ACXPA Call Centre Rankings Report.

View the results of the September 2023 Australian Call Centre Rankings assessing five different industry sectors.

If you’ve got an angry customer on the phone, we’ve got 16 Customer Service Phrases for Angry Customers that can apply in multiple situations!

View the Australian Energy Providers September 2023 Call Centre Rankings with average wait times, quality, answer percentage and lots more!

View the Australian Internet Providers September 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the Australian TAFEs August 2023 Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the Australian Internet Providers August 2023 Call Centre Rankings with average wait times, quality, answer percentage and lots more!

View the Australian Energy Providers August 2023 Call Centre Rankings with average wait times, quality, answer percentage and lots more!

View the performance of Australian Banks for September 2023 with average wait times, quality, answer percentage and lots more!

View the performance of Australian Banks for August 2023 with average wait times, quality, answer percentage and lots more!

View the results of the August 2023 Australian Call Centre Rankings National Results assessing five different industry sectors.

View all the Mystery Shopping Results for Australian Councils, September 2023

View all the Mystery Shopping Results for Australian Councils, August 2023

Inject a bit of fun and spookiness into your office with these great Halloween ideas for work including amazing food themes, costumes and more!

The true cost to replace a contact centre agent in Australia, tips on how to reduce it and a calculator you can download to work out your own cost.

The Australian Customer Experience Professionals Association (ACXPA) has launched a new industry report that sheds light on the experience consumers are receiving when trying to ring a contact centre in Australia.

ACXPA has announced the appointment of Simon Blair as the General Manager – Quality Insights, as part of their move into providing Mystery Shopping and Customer Service Benchmarking solutions.

Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!

Everything you need to know about Erlang C wrapped up with some great stories, insights and laughs for anyone working in contact centres.

Executives from big Australian brands support the launch of the Australian Customer Experience Professionals Association (ACXPA), an industry association aimed at reversing Australia’s poor customer experiences, addressing high industry turnover and improving employee wellbeing

Special guest Luke Jamieson reveals his 12 Key Ingredients of Employee Engagement in a contact centre – a great checklist for any manager!

Ten powerful ideas to enhance employee engagement in a contact centre that are easy to implement and won’t cost you a fortune!

How customer touchpoints are pivotal to carving cohesive and flawless customer journeys through a seamless digitial experience.

Learn more about our Featured Member, Glendon Jackson Evarts from Cloudwave.

Call Centres can be a weird and wonderful place to work and only real call centre employees would understand these 10 common things that happen.

Key stats, KPIs, benchmarking data and more in the free 2023 Australian Contact Centre Industry Best Practice Report – the largest in Australia.

Avaya launches an AI-powered, CCaaS collaboration platform, which offers comprehensive workstream collaboration and unified communications technologies

Gamification expert Luke Jamieson shares some great insights and tips if you are considering implementing Gamification into your contact centre.

In this episode of the CX Matters Podcast, host Justin Tippett talks to one of Australia’s leading contact centre trainers Simon Blair as he reveals the secrets on how to close any call with confidence.

In this episode of the CX Matters Podcast host, Justin Tippett interviews local Australian expert on all things Gamification in the workplace, Luke Jamieson.

We seriously love the call centre industry but there are some tell-tale signs that maybe you’ve been working in a call centre too long.

Learn more about the Australian Contact Centre industry, including FAQs, benchmarking data, common myths and access to the industry’s leading resources.

In this episode, we talk to Karen Clydesdale, Head of CX for Tennis Australia, who shares some fascinating insights into their Customer Experience Strategy.

In this episode of the CX Matters Podcast, we talk to Scott Downing, who walks us through how to build the foundations of a CX Program.

In this episode of the CX Matters Podcast, host Justin Tippett speaks with Jaquie Scammell, Australia’s leading Customer Service expert to discuss the future of customer service and how you can prepare.

In this CX Matters Podcast, we provide a short definition of ‘what is customer service?’ and the three ‘t’s’ you need to know.

In this CX Matters Podcast, we get a fascinating insight into the career of Jaquie Scammell, Australia’s leading Customer Service expert.

In this episode of the CX Matters Podcast we answer the question, what is a service blueprint? We also cover off how to get started, why and when to use one and lots more!

In this episode of the CX Matters Podcast, we cover an introduction to customer personas with answers to all the questions you’ve wanted to know!

Learn all about Customer Journey Mapping in this episode of the CX Matters Podcast with special guest Rod Netterfield.

View key stats, KPIs, benchmarking data and more in the free 2022 Australian Contact Centres Best Practice report – the largest in Australia.

Learn more about the ‘why’ behind the launch of the Australian Customer Experience Professionals Association (ACXPA) directly from the Chief Executive Officer, Justin Tippett. 

Free guide on what you can (and can’t!) claim as Tax Deductions for Contact Centre Workers.

Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.

If you have to deal with customers, these tips for handling customer complaints will ensure you’re prepared when someone gets angry or upset.

View the phonetic alphabet used in call centres or customer service and you can also download a free desktop guide to stick on your desk/monitor.

Test your Customer Experience (CX) knowledge with the 10 questions Voice of the Customer Quiz based on the global CXPA framework.

How well do you know contact centres? Take the Call Centre Management Fundamentals Quiz and find out how you compare to others!

Test your Customer Experience knowledge against the global Customer Experience Professional Association standards in this 10 question quiz.