Articles by ACXPA

View the Q3 2024 Car Insurance Providers Call Centre Rankings with average wait times, quality of service, call answer percentage and lots more!

View the Q3 2024 Energy Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the Q3 2024 Australian Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics.

View the Call Centre Rankings for Australian Banks Q3 2024 with call centre wait times, customer experience rankings, access rankings and more.

Learn why having a mature CX strategy matters, what a CX maturity curve is, and the three core drivers of CX maturity (and why the order is important!).

How well do you know CX? Take the CX Fundamentals Quiz 3 to find out – containing 10 customer experience based questions!

How well do you know CX? Take the CX Fundamentals Quiz 2 to find out – containing 10 customer experience based questions!

How well do you know CX? Take the CX Professionals Quiz 3 to find out – containing 10 customer experience based questions!

How well do you know CX? Take the CX Professionals Quiz 2 to find out – containing 10 customer experience based questions!

How well do you know CX? Take the CX Professionals Quiz 1 to find out – containing 10 customer experience based questions!

View the Q2 2024 Australian Call Centre Industry Rankings containing benchmarking data from over 80 metrics across six industry sectors.

View the Australian Education Providers Q2 2024 Call Cenre Rankings with average wait times, customer service quality, call answer percentage and lots more!

View the Q2 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the Q2 2024 Energy Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the Q2 2024 Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics.

View the Q2 2024 Car Insurance Providers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the Call Centre Rankings for Australian Banks Q2 2024 with call centre wait times, customer experience rankings, access rankings and more.

Land an interview with our customer service keywords for resumes that will appeal to human recruiters and get you past the AI checks.

We reveal what are considered customer service skills along with some tips to help people improve their skills to obtain and retain employment.

Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report – the largest in Australia.

In this episode, we talk to Amish Goel, Global Head of Digital Insights & Data Privacy from AESOP who shares some great insights into how data insights are being used to drive the Customer Experience across the brand.

View the Australian Education Providers Q1 2024 Call Cenre Rankings with average wait times, customer service quality, call answer percentage and lots more!

View the Q1 2024 Internet Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the Q1 2024 Energy Retailers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the mystery shopping results of the Australian Call Centre Industry Rankings Q1 2024 containing benchmarking data from over 80 metrics.

In this episode, we were thrilled to be joined by Karen ‘KC’ Clydesdale, Head of CX & Customer Relations for Tennis Australia who shares some great insights into how Tennis Australia is using Human-Centered Design, data, personalisation, technology, and segmentation are used to create memorable customer experiences.

View the Q1 2024 Councils Call Centre Rankings with average wait times, customer service quality, answer percentage and results for over 40 metrics.

View the Q1 2024 Car Insurance Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!

View the Call Centre Rankings for Australian Banks Q1 2024 with call centre wait times, customer experience rankings, access rankings and more.

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.

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

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

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.

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

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, listen to or download the phonetic alphabet used in call centres or customer service including a PDF 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!

How well do you know CX? Take the CX Fundamentals Quiz 1 to find out – containing 10 customer experience based questions!