Identify AHT outliers in your team by calculating expected handle time — then highlight agents who need coaching by understanding which calls fall outside normal ranges.

Calculate precise staffing requirements to meet your service level targets by factoring in call volume, average handle time, and service level target — ensuring the right team size.

Generate per-interval agent staffing schedules based on call volume patterns. Members-only workforce planner that ensures adequate coverage throughout the day.

Model how changes to staffing, volume, or AHT impact your service levels with live interactive charts showing the relationship between capacity, demand, and performance targets.

Calculate required agents accounting for multiple influences with this members-only Erlang C staffing calculator that factors in shrinkage, occupancy, handle time, and service level targets.

Calculate your workload and forecast staff needs — members-only workforce capacity planning tool that translates volume, handle time, and shrinkage into headcount requirements.

Break down all shrinkage categories and calculate their combined impact. Members-only advanced WFM planning tool that accounts for leave, training, meetings, and other non-productive time.

Calculate the fully-loaded cost of a role — wage plus super, on-costs, overhead and shrinkage — per year, hour and minute, with statutory on-costs for Australia, New Zealand and the Philippines.

Convert the avoidable seconds in every call into a fully-loaded annual cost and the full-time-equivalent capacity lost — with a recoverable-saving estimate to build the business case for fixing systems and processes.

Measure your employee turnover rate and understand its impact. Tiered-access calculator that tracks departures and provides insights on retention challenges in your operation.

Calculate the true total cost of replacing an employee. Multi-section wizard that factors in recruitment, training, lost productivity, and onboarding expenses across your operation.

Calculate CLV using a retention-based formula. Free interactive calculator that helps you understand long-term customer value to inform retention strategies and investment decisions.

Estimate average customer lifespan based on retention rates. Free interactive calculator that helps you understand how long customers typically stay with your business for planning.

Calculate customer churn rate and understand attrition patterns. Free interactive calculator that measures how many customers you're losing to help identify retention priorities.

Calculate Return on Investment (ROI) for your projects and initiatives. Comprehensive explanation of the formula, methodology, and practical applications for building business cases.

Calculate customer retention rate and understand loyalty patterns. Comprehensive guide explaining the formula, methodology, and how to measure customer loyalty over time.

Calculate your Net Promoter Score (NPS) and understand customer advocacy. Interactive calculator with comprehensive explanation of the methodology and practical applications.

Two modes: how many contacts to review for a target confidence and margin of error, and how reliable your current sample really is. Plain language, no stats background needed. Free to everyone.

Everything in the free tool plus fail-rate fine-tuning, a cost-and-time overlay, PDF export and saved setups. Requires a Business Membership.

Contribute your sampling practice and unlock a like-for-like comparison against centres in your sector and size band. Requires a Business Membership.

Diagnose your customer service across 17 dimensions in four categories with a tailored assessment that adapts to your business type and channel mix, delivering weighted scoring and prioritised action plans.

Assess your contact centre's maturity across seven weighted domains. Interactive diagnostic that delivers an overall score (1–5), domain breakdowns, and prioritised focus areas with matched ACXPA resources.

Benchmark your CX maturity with our flagship 42-question diagnostic across six strategic pillars. Get an overall score, 5-tier maturity placement, spider chart, auto-generated roadmap, and downloadable PDF report.

Take a quick 5-question CX Pulse diagnostic providing a rapid snapshot of your organisation's CX maturity — a quick starting point before a comprehensive assessment.

Assess whether current or planned customer personas are fit for purpose. Free interactive tool that evaluates readiness and outputs a readiness score with recommendations.

3 preview templates with copy/LLM actions. The full library — 40 common situations, each adaptable across a range of tones and outcomes — requires a Business Membership.

Interactive induction builder — generate, save, sync and customise role-specific onboarding plans for new customer service hires. Requires a Business Membership.

7-step guided persona builder using Jobs To Be Done methodology, connecting each persona to business economics. Requires a Business Membership. (Everyone gets the PowerPoint persona template below.)

Document your customer personas on a single, professionally designed slide. Editable PowerPoint with photo, trait pills, pull-quote, demographics, sliders, goals, frustrations, preferred channels, and favourite brands.

Build comprehensive customer journey maps using this ready-to-use PowerPoint template that helps you visualise touchpoints, emotions, pain points, and opportunities for improving the customer experience.

Create a professional complaints handling information page for your website using this complete, ready-to-publish template covering your complaints process, escalation paths, timelines, and contact methods.

Create or update your environmental policy using this customisable Microsoft Word template providing a structured framework for documenting your organisation's environmental commitments and sustainability practices.

Create professional press releases for company announcements using this ready-to-adapt template with structured sections covering your story, key messages, quotes, and contact information.

Run structured behavioural interviews with confidence using this complete toolkit. Pre-written STAR questions, scoring rubrics, and interview templates for frontline customer service hiring.

Learn how to conduct effective STAR interviews with five real frontline examples, helping you probe for complete responses, score objectively, and distinguish strong candidates from rehearsed answers.

Run structured coaching conversations with confidence using this GROW model template. Specific coaching questions for each stage and space to capture notes during the session.

Learn how to run effective coaching conversations using the GROW model with five real contact centre examples, helping you diagnose performance issues properly and get genuine commitment from team members.

Set clear, achievable goals using the SMART (Specific, Measurable, Achievable, Relevant, Time-bound) framework with this free downloadable template for effective goal setting and tracking.

Learn how to write effective SMART goals with practical examples specifically for team leaders, providing inspiration and templates for setting clear, measurable leadership objectives.

Track your goals and performance progress throughout the year using this Excel goal tracking tool that helps you monitor achievements and stay aligned with performance expectations. (The interactive online version is Business Exclusive.)

Ready-to-adapt template with pre-written responsibilities, requirements, and expectations aligned with industry standards for a Call Centre Manager role.

Ready-to-adapt template with pre-written responsibilities and requirements aligned with industry standards for a Contact Centre Team Leader role.

Ready-to-adapt template with pre-written responsibilities and requirements aligned with CX industry standards for a Customer Journey Designer role.

Ready-to-adapt template with pre-written responsibilities, requirements, and expectations aligned with industry standards for a CX Analyst role.

Ready-to-adapt template with pre-written responsibilities and leadership expectations aligned with industry standards for a Head of Customer Experience role.

Ready-to-adapt template with pre-written responsibilities, requirements, and expectations aligned with industry standards for a Call Centre Agent role.

Ready-to-adapt template with pre-written responsibilities, requirements, and expectations aligned with industry standards for a Customer Service Officer role.

Ready-to-adapt template with pre-written responsibilities, requirements, and expectations aligned with industry standards for a Customer Service Manager role.

Implement 30 customer service standards for medical practices, structured across three performance tiers (Foundations, Better Practice, Best Practice) as a web article and downloadable PDF checklist.

Spell names clearly on calls using this comedic Australian phonetic alphabet — replacing Alpha, Bravo, Charlie with Arvo, Bogan, Chook and other quintessentially Aussie slang terms.

Spell names clearly on calls using the standard NATO Phonetic Alphabet — a free downloadable PDF with three size options (wall poster, desk card, monitor attachment).

Customise and print the NATO Phonetic Alphabet using this free editable Word document — adapt size, formatting, or content while maintaining standard A-for-Alpha clarity on calls.

Master the 12 most essential contact centre acronyms and their definitions with this single-page quick-reference cheat sheet — perfect for keeping on your desk.

A clean, single-page Double Diamond reference card you can drop into a slide deck, print as a workshop poster, or attach to a CX/service design briefing. Helps you define the real problem before designing the answer.

Access quick guidance on handling complaints with this single-page A4 printable reference card teaching the ACXPA 7-Step Complaints Handling Framework — perfect for desk reference.

Display your customer service commitment with this ready-to-print, customer-facing A4 sign communicating your organisation's service promise and values to visitors and customers in your location.

Access quick de-escalation guidance with this single-page printable PDF reference card teaching the H.E.A.T Method for handling emotionally charged customers — perfect for keeping at your desk.

Master the H.E.A.R.D. framework with a 9-page workbook featuring worked examples, daily practice drills, and a printable desk-reference card to turn active listening from theory into habit.

Master effective complaints handling with this 32-page training guide covering practical techniques, frameworks, de-escalation strategies, and professional complaint resolution approaches for frontline employees.

Learn the essential building blocks for designing and embedding a CX programme with this 12-page PDF by ACXPA contributor Scott Downing — a senior-practitioner guide covering strategic foundations.

Explore how a major sports organisation structured and operationalised its CX programme with this 19-page PDF case study from Tennis Australia showing real-world implementation and practical insights.

Analyse AHT outliers across your entire team using this macro-enabled Excel workbook that performs sophisticated statistical analysis and identifies specific calls requiring review or coaching opportunities.

Perform Erlang C calculations for contact centre staffing using this Excel workbook that delivers precise workforce planning — offline alternative to the online calculator.

Understand pricing for expert call quality assessment services where experienced Australian QA specialists evaluate real customer call recordings and provide detailed performance feedback for your operation.

Access confidential, private mystery shopping services exclusively for your contact centre with experienced Australian QA specialists evaluating real customer experiences and providing benchmarking insights.

Calculate your benchmarking pricing using an interactive pricing calculator for the CX Benchmarking PLUS service with custom benchmarking designed for contact centres seeking competitive insights.