Articles by JUSTIN TIPPETT
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After more than 30 years in contact centres and CX, I’ve built, run, outsourced and transformed just about every kind of customer operation there is — and I’m still as fascinated by getting it right as I was on day one. That’s what I love about this profession: there’s always more to learn.
As founder and CEO of ACXPA, I’m on a mission to raise the standard of customer experience as a profession — Australian-founded, and increasingly on the global stage. Through ACXPA and our specialist training arm, CX Skills, we help businesses and their frontline teams deliver customer experiences that actually work — on the phone, digital and in person — with the skills, standards and insight to back it up.
Australian Call Centre Industry Rankings Q2 2026
Coming Soon! Australia’s leading contact centres for Q2 2026, plus trends in customer service performance, call answering rates, and wait times.
Aged Care Providers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for Aged Care Providers includes average wait times, quality of service, call answer percentage and more.
Australian Education Providers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
Australian Banks Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for Banks will be published in late July, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Car Insurance Providers Q2 2026
Coming Soon! View the Q2 2026 Australian Call Centre Rankings for Car Insurance Providers, including call centre wait times, customer experience rankings, access rankings and more.
Car Insurance Providers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for Car Insurance Providers will be published in late July, including average wait times, quality of customer service, call answer percentages.
Internet Retailers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for ISPs will be published late July, revealing contact centre performance including average wait times, customer service quality, call answer percentage and lots more!
Australian Councils Q2 2026
Coming Soon! View the Q2 2026 Australian Council’s Call Centre Rankings with average wait times, customer service quality, answer percentage and more. (Published late July 2026)
Energy Retailers Q2 2026
Coming Soon! The Q2 2026 Australian Call Centre Rankings for Energy Retails will be released late July 2026.
Customer Service Best Practices for Medical & Health Practices
Discover 30 customer service best practices for medical practices — from essential phone and reception standards through to what the leading patient-centric practices are doing right now. Free checklist included.
Australian Call Centre Industry Rankings Q1 2026
Current Report! Australia’s leading contact centres for Q1 2026, plus trends in customer service performance, call answering rates, and wait times.
Aged Care Providers Q1 2026
Coming Soon! The Q1 2026 Australian Call Centre Rankings for Aged Care Providers includes average wait times, customer service rankings, call answer percentage and more.
Australian Education Providers Q1 2026
Current Report! The Q1 2026 Australian Call Centre Rankings reveals average wait times, quality of service, call answer percentage and more.
Car Insurance Providers Q1 2026
Current Report! View the Australian Call Centre Rankings for Car Insurance providers with over 60 metrics including average wait times, quality of service, call answer percentage and more.
Internet Retailers Q1 2026
Current Report! The Q1 2026 Australian Call Centre Rankings for ISPs reveals contact centre performance including average wait times, customer service quality, call answer percentage and more.
Australian Banks Q1 2026
Current Report! View the Q1 2026 Australian Call Centre Rankings for Banks, with metrics including call centre wait times, customer experience rankings, access rankings and more.
Energy Retailers Q1 2026
Current Report! We reveal the leading energy retailers for Q1 2026 including average wait times, customer service quality, call answer percentage and lots more!
Australian Councils Q1 2026
Current Report! View the Australian Call Centre Rankings for Councils Q1 2026 report, revealng insights from over 60 metrics including average wait times, customer service quality, call answer percentage and more.
Australian Education Providers Q4 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Internet Retailers Q4 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Energy Retailers Q4 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Australian Councils Q4 2025
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Car Insurance Providers Q4 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Aged Care Providers Q4 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Australian Banks Q4 2025
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You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Internet Retailers Q3 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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⬆️ Individual Membership required
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Australian Education Providers Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Energy Retailers Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Australian Councils Q3 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Car Insurance Providers Q3 2025
🔒 Member access required
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Australian Banks Q3 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Aged Care Providers Q3 2025
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
Internet Retailers Q2 2025
🔒 Member access required
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Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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Australian Education Providers Q2 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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⬆️ Individual Membership required
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You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
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👤 Switch to Individual Membership
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Australian Councils Q2 2025
🔒 Member access required
You've discovered content reserved for ACXPA members. Some resources are open to free Subscribers, most unlock with Individual Membership, and Business Membership gives your whole team full access to every resource on the platform.
Practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions, all built by people who've actually run these operations.
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| View Membership Options → |
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⬆️ Individual Membership required
You're logged in with Subscriber access. Upgrade to Individual Membership to unlock this content — or choose Business Membership for full access to every resource across your team.
You're one step away from practitioner-led resources for customer service, CX, and contact centre professionals — 50+ tools, calculators, templates and frameworks, benchmarking data, and live support including monthly Roundtables and Open Mic sessions you won't find anywhere else.
Access These Member Hubs:
| Upgrade Your Membership → |
| See What You'll Unlock → |
👤 Switch to Individual Membership
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Car Insurance Providers Q2 2025
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Australian Banks Q2 2025
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Energy Retailers Q2 2025
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Aged Care Providers Q2 2025
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Aged Care Providers Q1 2025
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Australian Education Providers Q1 2025
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Car Insurance Providers Q1 2025
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Internet Retailers Q1 2025
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Australian Councils Q1 2025
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Q4 2024 BANKING CALL CENTRE RANKINGS
Our Press Release for the Q4 2024 Call Centre Rankings for Australian Banks reveals key insights into the customer experience for new home loan and credit card enquiries.
Energy Retailers Q1 2025
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Internet Retailers Q4 2024
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Energy Retailers Q4 2024
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⬆️ Individual Membership required
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Australian Education Providers Q4 2024
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Australian Councils Q4 2024
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Car Insurance Providers Q4 2024
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Australian Phonetic Alphabet
Australia uses the NATO Phonetic Alphabet, but here’s a funny Aussie version with words like Arvo, Bogan & Quokka. Download it for a laugh!
Australian Banks Q1 2025
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Australian Banks Q4 2024
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Australian Education Providers Q3 2024
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Internet Retailers Q3 2024
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Car Insurance Providers Q3 2024
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Energy Retailers Q3 2024
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Australian Councils Q3 2024
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Australian Banks Q3 2024
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CX Fundamentals Quiz 3
How well do you know CX? Take the CX Fundamentals Quiz 3 to find out – containing 10 customer experience based questions!
CX Fundamentals Quiz 2
How well do you know CX? Take the CX Fundamentals Quiz 2 to find out – containing 10 customer experience based questions!
CX Professionals Quiz 3
How well do you know CX? Take the CX Professionals Quiz 3 to find out – containing 10 customer experience based questions!
CX Professionals Quiz 2
How well do you know CX? Take the CX Professionals Quiz 2 to find out – containing 10 customer experience based questions!
CX Professionals Quiz 1
How well do you know CX? Take the CX Professionals Quiz 1 to find out – containing 10 customer experience based questions!
Australian Call Centre Industry Rankings Q2 2024
Subscribers & Members Only! View the Q2 2024 Australian Call Centre Industry Rankings Reporting revealing insights into the top call centre performers in the country assessed against the Australian Contact Centre CX Standards.
Australian Education Providers Q2 2024
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Internet Retailers Q2 2024
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Energy Retailers Q2 2024
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Australian Councils Q2 2024
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Car Insurance Providers Q2 2024
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Australian Banks Q2 2024
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Customer Service Keywords for Resumes
The customer service keywords that get your resume past the ATS and in front of recruiters — grouped by category, plus how to use them without overstuffing.
Customer Service Skills
We reveal what are considered customer service skills along with some tips to help people improve their skills to obtain and retain employment.
2024 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
How Data is Driving CX at Aesop
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.
Australian Education Providers Q1 2024
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Internet Retailers Q1 2024
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Energy Retailers Q1 2024
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How Tennis Australia is using CX to create memorable customer experiences
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.
Australian Councils Q1 2024
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Q1 2024 Car Insurance
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Australian Banks Q1 2024
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From the Kitchen to the Contact Centre
We met Aurelius Bastian, former chef and now the Customer Service Team Leader at Seek to learn about his facinating journey.
Australian Call Centre Industry Rankings October 2023
View the results of the October 2023 Australian Call Centre Rankings assessing six different industry sectors.
How to Handle Overflow Calls in the Call Centre
Overflow calls are calls a call centre’s primary team can’t answer in time, routed elsewhere — to another team, a callback, an outsourcer or AI.
Launch of the ACXPA Call Centre Rankings Report
Hear directly from the new General Manager of Quality Insights, Simon Blair, about the launch of the ACXPA Call Centre Rankings Report.
Australian Call Centre Rankings September 2023
View the results of the September 2023 Australian Call Centre Rankings assessing five different industry sectors.
16 Customer Service Phrases for Angry Customers
16 field-tested phrases for angry customers, across the 8 situations you’re most likely to face — from “speak to the manager” to delivering bad news.
Australian Call Centre Rankings August 2023
View the results of the August 2023 Australian Call Centre Rankings National Results assessing five different industry sectors.
Halloween Ideas for Work
Inject a bit of fun and spookiness into your office with these great Halloween ideas for work including amazing food themes, costumes and more!
Cost to replace a contact centre agent
Replacing a contact centre agent typically costs around 30% of their annual salary — roughly $19,000–$20,000 for a frontline agent, and more for longer inductions. How to calculate your true cost across recruitment, training and lost productivity, and how to reduce it.
Launch of the Australian Call Centres Ranking Report
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 Launches Quality Insights Service
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 Experience Statistics to Use at Work
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
Understanding Erlang C for Call Centre Managers
Everything you need to know about Erlang C wrapped up with some great stories, insights and laughs for anyone working in contact centres.
Launch of the Australian Customer Experience Professionals Association
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
12 Key Ingredients of Employee Engagement
Special guest Luke Jamieson reveals his 12 Key Ingredients of Employee Engagement in a contact centre – a great checklist for any manager!
Ideas to enhance employee engagement in a contact centre
What actually drives contact centre engagement in 2026 — and 10 practical, low-cost ideas to boost it, from awards nights and trivia to learning circles, gamification and getting offsite.
How to create a seamless digital experience across touchpoints
How customer touchpoints are pivotal to carving cohesive and flawless customer journeys through a seamless digitial experience.
Glendon Jackson Evarts
Learn more about our Featured Member, Glendon Jackson Evarts from Cloudwave.
10 Things only real call centre employees would understand
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.
2023 Australian Contact Centre industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2023 Australian Contact Centre Industry Best Practice Report – the largest in Australia.
Tips to implementing Gamification into a contact centre
Gamification expert Luke Jamieson shares some great insights and tips if you are considering implementing Gamification into your contact centre.
What is Gamification?
In this episode of the CX Matters Podcast host, Justin Tippett interviews local Australian expert on all things Gamification in the workplace, Luke Jamieson.
10 signs you’ve been working in a call centre too long
Countdown the telltale signs you’ve been working in a call centre too long — from disconnect button fantasies to system outage dreams.
Australian Contact Centre Industry Information
Learn more about the Australian Contact Centre industry, including FAQs, benchmarking data, common myths and access to the industry’s leading resources.
The Future of Customer Service
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.
Career Insights featuring Jaquie Scammell
In this CX Matters Podcast, we get a fascinating insight into the career of Jaquie Scammell, Australia’s leading Customer Service expert.
2022 Australian Contact Centres Best Practice report
View key stats, KPIs, benchmarking data and more in the free 2022 Australian Contact Centres Best Practice report – the largest in Australia.
How to Manage Angry Customers
Learn how to manage angry customers with the HEAT acronym for customer service: Hear, Empathise, Apologise, Take Action.
Why launch ACXPA and why now?
Learn more about the ‘why’ behind the launch of the Australian Customer Experience Professionals Association (ACXPA) directly from the Chief Executive Officer, Justin Tippett.
Empathy Statements for Customer Service
Empathy statements are words or phrases that show a customer you understand and care about how they feel — the foundation of de-escalation.
Tax Deductions for Contact Centre Workers
Tax time again — here’s what contact centre workers can and can’t claim, based on the ATO’s official call centre guidance. Working from home, car, uniforms, self-education, donations, and the records you need.
Active Listening Skills for Call Centres
Active listening skills are the foundation of great service. The five levels, the H.E.A.R.D. framework, techniques that work, and the Mehrabian myth debunked.
2026 Australian Call Centre Salaries
Learn more about the current Australian Call Centre Award Rates including job classifications, penalty rates, average salaries and bonuses.
6 Tips for Handling Customer Complaints
Handling customer complaints isn’t a contact centre problem — it’s a business one. A simple 6-step frontline flow (listen, empathise, thank, solve, deliver, follow up) that works on any channel, plus the system behind it.
Phonetic Alphabet Free Download
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.
Voice of the Customer Quiz 1
Test your Customer Experience (CX) knowledge with the 10 questions Voice of the Customer Quiz based on the global CXPA framework.
Contact Centre Management Fundamentals Quiz 1
How well do you know contact centres? Take the Call Centre Management Fundamentals Quiz and find out how you compare to others!
CX Fundamentals Quiz 1
How well do you know CX? Take the CX Fundamentals Quiz 1 to find out – containing 10 customer experience based questions!
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