Our history
Fifteen years in the making
ACXPA didn’t start as an association. It started in 2011 as a practitioner-led effort to raise the standard of customer service and experience — independent, practical, and built for the people responsible for customer outcomes.
Born in Australia and shaped by real operations, it started with one simple idea: the industry deserved resources created by people who had actually done the work — people who wanted to help, not sell.
Where it started
Before ACXPA existed as an association, the work began as community content and independent resources — focused on real roles, real operations and real career pathways.
Milestones that shaped the platform
The detail matters — but the through-line is consistent: practitioner-led, independent, and designed to lift decision quality, capability and outcomes.
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2011
Australian Contact Centre Community TV (Ac3TV)
“Where it all began.”
Ac3TV was created to showcase the career pathways and operational reality of contact centres — content produced purely for the benefit of the industry, free from commercial agendas.
Two streams emerged early: one for frontline and operations roles, and another for executives and leaders.
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2014
Contact Centre Central website
“Filling the knowledge gap.”
Built to meet demand for expert-driven, independent content — interviews, articles, glossaries and directories — helping practitioners learn directly from industry leaders and peers.
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2016
Call Centre Legends
“A platform for frontline heroes.”
A community channel designed to connect, celebrate and recognise the people doing the work — building pride and professionalism around frontline service roles.
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2018
Rebrand to CX Central
“Expanding the focus.”
As CX matured as a discipline, the platform broadened beyond contact centres to support customer outcomes across channels — while keeping a practitioner lens.
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2019
The CX Directory
“Making connections easier.”
A structured way for organisations to find suppliers and partners across key categories. It later evolved into the ACXPA Supplier Directory.
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Oct 2022
ACXPA launches
“The next chapter begins.”
ACXPA launched to provide a stronger foundation: a membership-led platform for tools, standards, learning and community — built by practitioners, not vendors.
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2023 →
Continued growth and innovation
- Feb 2023: First ACXPA Victoria event — site tours and symposium format.
- May 2023: ACXPA SA launched with a networking event.
- Aug 2023: Community Roundtables and the Call Centre Rankings Reports introduced.
- May 2024: Call Quality Assessment Service debuted.
- Jul 2024: ACXPA QLD launched with a networking event.
- Oct 2024: Self-paced learning expanded with an advanced Learning Management System.
- Jul 2025: Workforce Optimisation Hub (WFM) launched to lift efficiency and capability.
- Dec 2025: Complaints Handling Toolkit released — practical frameworks, templates and governance tools for complaint management.
- Jan 2026: CX and Contact Centre Maturity Assessments introduced, enabling organisations to benchmark capability, identify gaps and prioritise improvement.
- May 2026: Coaching & Performance Hub launched — coaching frameworks, the interactive Team Leader Coaching Guide, goal tracking and performance monitoring for frontline leaders.
- May 2026: Training & Onboarding Hub launched — a single home for self-paced and live training, structured onboarding and the Induction Wizard, aligned to the ACXPA CX Standards.
- 2026: QA tools and benchmarking expanded — an advanced QA calculator and quality benchmarking to standardise how teams measure, score and compare call quality.
The quest hasn’t changed: to keep building real, practical tools and resources that help teams across the world deliver customer excellence — and help businesses improve efficiency, performance and results in the process.
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Jun 2026
A global direction
Australia will always be ACXPA’s home — the Australian Call Centre Rankings, the local events and the community stay exactly where they are. What’s opening up is the knowledge: around 95% of what ACXPA publishes is global best practice, so the same independent standards, tools and resources can now help teams anywhere in the world deliver customer excellence — and improve efficiency and their bottom line in the process.
Looking to the future
Our origins will always matter — but the mission is bigger than geography. ACXPA is focused on lifting customer service and experience through standards-led resources, practical capability building, and a community that values substance over hype.
We’ll keep building tools that help people lead better customer outcomes — across contact centres, digital service and in-person delivery.
