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ACXPA · Employee Experience
Employee Experience for Contact Centres & Customer Service Teams
In contact centres and customer service teams, employee experience and customer experience are two sides of the same coin — engaged, well-supported agents deliver the CX your customers remember. Get retention, onboarding, training and culture right, and performance follows.
High turnover costs you money, poor onboarding wastes time, and disengaged teams underperform. This is your starting point for the articles, frameworks and resources that help you build a frontline people want to stay on.
Start here
, start here
Employee Experience Articles
Practical strategies for retention, engagement, onboarding, training and culture — scroll down for the latest.
Browse ArticlesWhat is Employee Experience?
Our plain-English definition of employee experience — what it means for customer service and contact centre teams.
Read the DefinitionCost to Replace an Agent
What attrition really costs your operation — and why retention is a bottom-line issue, not just an HR one.
Read the GuideIdeas to Enhance Engagement
Practical ways to lift engagement and build genuine connection across your teams.
Read the GuideCall Centre Roundtables
Monthly expert-led discussions on leadership, engagement and the people side of contact centre operations.
Explore Call Centre RoundtablesTeam-Building Trivia
Fun contact centre and customer service trivia quizzes — perfect for team meetings and engagement.
Explore the QuizzesResources to improve employee experience
In contact centres and customer service teams, employee experience isn't just an HR initiative — it directly shapes the customer experience. Reduce turnover, onboard faster, train smarter and build genuine connection, and you create a frontline where people want to stay and customers receive better service. Poor employee experience shows up in recruitment budgets, wasted training time, performance gaps and disengaged agents who can't deliver the CX you need.
Get the fundamentals right: understand what drives employee engagement, measure the real cost of turnover and shrinkage, and onboard and train your people with proven frameworks. The articles below share practical strategies from leaders who understand the balance between performance targets and people.
The tools to act on this sit across ACXPA's hubs — coaching and performance, training and onboarding, and more. Building your people at every level? Explore the resources for team leaders and managers too. Wherever you're starting from, the resources here will help you build a workplace people want to stay in.
Tools & resources for employee experience
Improving employee experience touches coaching, training, onboarding and retention — and the tools live across ACXPA's hubs. Start with the most relevant below, or browse the full resource library.
Explore the hubs & resources
Coaching & Performance Hub
Coaching frameworks, goal trackers and performance tools to develop, motivate and retain your people.
Go to the Coaching & Performance HubTraining & Onboarding Hub
Self-paced courses, facilitator guides, learner workbooks and an induction checklist builder to onboard and upskill faster.
Go to the Training & Onboarding HubCustomer Service Hub
Response templates, induction checklists and training to build capability and consistency across your teams.
Go to the Customer Service HubWFM Hub
Quantify the real cost of turnover and shrinkage, and plan staffing so your teams aren't run into the ground.
Visit the WFM HubAll ACXPA Resources
The full library of tools, templates, calculators and downloads across every hub — your catch-all starting point.
Browse All ResourcesLatest employee experience articles
From reducing turnover and improving onboarding to building culture and engaging teams — everything below is written for the people who care about building better workplaces. Practical strategies from experienced leaders who understand the balance between performance targets and people.
Real Halloween photos from workplaces — costumes, decorations and food — plus how to plan a day people actually want to take part in.
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.
Hiring volumes have more than halved, and too many applications is now a bigger problem than too few. A practical guide to call centre recruitment, onboarding and retention — grounded in the latest Australian industry data.
Google found it the strongest predictor of team performance. Australian law now requires you to manage it. Here's how to actually build it.
Learn 5 tips to increase contact centre productivity and accelerate employee engagement that can be applied in any contact centre.
Tips and insight into why using gamification to maximise employee engagement can be rewarding for your employees and your business.
Keep exploring
Call Centre Manager Articles WFM, quality, cost and the strategic side of retention. Team Leader Articles Coaching, engagement and leading a frontline team. Call Centre Employee Articles Practical, frontline resources for the people on the phones. Call Centre Glossary Employee experience, engagement and every related term, explained. How to Retain Call Centre Employees Practical tips to keep more of your team for longer. All ACXPA Resources The full library of tools, templates and downloads.
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