ACXPA Member Bites

Are you seeking best-practice tips, industry insights and expert advice on delivering great customer experiences?

Exclusive to ACXPA members only, the Member Bites are designed to provide expert tips, industry best practices, thought leadership, and a touch of inspiration by hearing directly from leading industry experts in short, easy to digest recorded video sessions.

You’ll hear directly from experts across Contact Centres, Customer Experience, Digital Experience, Customer Service and Employee Experience, with each presenter sharing their expertise and insights on a specific topic in a short, bite-size session in either Q&A format or a recorded presentation that goes for approx 20-minutes.

No sales pitches or product demos – each presentation is designed to help share knowledge, not to try and sell you something!

This enables you to watch only the sessions that matter to you in the Video Library, where every single session will be available.

This enables you not only to gain leading insights related to your current role but also to gain insights into other CX disciplines that will provide you with a much broader view of the industry and the opportunities that come with it.

And for the Contact Centre practitioners, you’ll get to hear directly from some of the leading contact centres as assessed as part of the Australian Call Centre Rankings Report to find out their secrets to success!

Access to the ACXPA Member Bites Video Library is included with all ACXPA memberships at no additional cost.

ACXPA Member Bites

ACXPA Member Bites Fast Facts

Included free with all ACXPA Memberships.

Learn directly from industry experts sharing their valuable expertise.

Short (Approximately 20 minute presentations) per presenter on a specific topic.

Content for all customer touchpoint including voice, in-person and digital channels.

All Member Bites sessions are available to watch at any time in a Video Library.

No sales pitches!

ACXPA Member Bites Sneak Preview

The ACXPA Member Bites are exclusive to ACXPA Members only, which means the only way to access the Member Bite videos is via the Members Video Library.

However… We want to show you a sneak preview so you can watch the one below without the need for a membership!

In this sneak preview of an ACXPA Member Bite, you’ll be hearing from ACXPA CEO Justin Tippett and General Manager of Quality Insights Simon Blair.

In the video, they will be sharing results from the Australia Call Centre Rankings showing that obtaining and using a customer’s name is not being well used across the industry, along with some tips on why it’s important and how and when it’s the best time to use a customer’s name.

Length: 12:28 minutes

ACXPA Members have full access to the entire Member Bites Video Library so you can watch all the videos at any time!

View Membership options >

How to watch more ACXPA Member Bites

ACXPA Member Bites are available to all ACXPA Members in their Video Library, enabling you to watch any of the Member Bites at a time convenient to you. Plus, many of the Member Bites include some great slides packed with stats, examples, etc, that members are also able to download.

Access to the Members Bites Video Library is included for all ACXPA Members!

Not only does an ACXPA Membership get you access to the Video Library, you’ll also receive a whole host of benefits including premium templates and resources you can download, exclusive industry benchmarking data (including the Call Centre Rankings), industry-leading Members Directory, 25% off all our training courses, 50% off site tours, local networking events and lots more!

ACXPA Member Bites Sneak Preview

, as an ACXPA Subscriber, you have access to a lot of content on ACXPA. However, to access the Member Bites, you’ll need to upgrade to an ACXPA Membership.

Interested to see what you are missing out on? You can watch a sneak preview below without the need for a membership!

In this sneak preview of an ACXPA Member Bite, you’ll be hearing from ACXPA CEO Justin Tippett and General Manager of Quality Insights Simon Blair.

In the video, they will be sharing results from the Australia Call Centre Rankings showing that obtaining and using a customer’s name is not being well used across the industry, along with some tips on why it’s important and how and when it’s the best time to use a customer’s name.

Length: 12:28 minutes

ACXPA Members have full access to the entire Member Bites Video Library so you can watch all the videos at any time!

Upgrade now >

How to watch more ACXPA Member Bites

ACXPA Member Bites are available to all ACXPA Members in their Video Library, enabling you to watch any of the Member Bites at a time convenient to you. Plus, many of the Member Bites include some great slides packed with stats, examples, etc, that members are also able to download.

Access to the Members Bites Video Library is included for all ACXPA Members!

When you upgrade to a membership, not only will you gain instant access to the Video Library, you’ll also receive a whole host of benefits including premium templates and resources you can download, exclusive industry benchmarking data (including the Call Centre Rankings), access to the industry-leading Members Directory, 25% off all our training courses, 50% off site tours, local networking events and lots more!

ACXPA Member Bites Sneak Preview

, as an ACXPA Member, you’ve got full access to the entire Member Bites Video Library!

If you haven’t seen one before though, you can watch the one below now or you can see more in your Video Library >

In this sneak preview of an ACXPA Member Bite, you’ll be hearing from ACXPA CEO Justin Tippett and General Manager of Quality Insights Simon Blair.

In the video, they will be sharing results from the Australia Call Centre Rankings showing that obtaining and using a customer’s name is not being well used across the industry, along with some tips on why it’s important and how and when it’s the best time to use a customer’s name.

Length: 12:28 minutes

As an ACXPA Member, you have full access to the entire Member Bites Video Library so you can watch all the videos at any time!

View the Video Library >

How to watch more ACXPA Member Bites

As an ACXPA Member, you have full access to all content, including all the ACXPA Member Bite videos.  To see what other Member Bite sessions are available,  check out your Video Library >

Plus, many of the Member Bites include great slides packed with stats, examples, etc., which you can also download!

Upcoming ACXPA Member Bites Sessions

Short, sharp interviews and presentations on specific topics to fast-track your knowledge!

The ACXPA Member Bites are only available to ACXPA Members! 

ACXPA Members can watch all the ACXPA Member Bites at any time in their Video Library. Discover which membership is right for you >

Nadine Power, ACXPA National Advisory Board Member

IVR Best Practice

Over 90% of contact centres are using an IVR (Press 1 for this, press 2 for that), and we've encountered many contact centres with over four layers of options for customers to select from. In this session, Nadine will be sharing some best practice tips on IVR design for 2024.

Presented by Nadine Power, Client Success Manager, VERSA Connects (and ACXPA National Advisory Board Member)

More sessions announced soon! 

(If you're interested in speaking at one of our events, click here to learn more >)

FAQs About the ACXPA Member Bites

What are the ACXPA Member Bites?

The ACXPA Member Bites are short, topic-specific interviews and presentations enabling to you quickly digest information.

Where do I access the ACXPA Member Bites

The ACXPA Member Bites are only available to ACXPA Individual Members. Learn more >

What topics are covered?

We try and provide a range of different topics covering contact centres, customer experience, digital service, customer service and employee experience.

We want to help people not only improve their skills and insights with the current role, but also learn more about the other professions in our industry to broaden their understanding and career options.

The formats may vary but can include things like top tips, industry insights, case studies, how-to’s etc. and given the diverse nature of our member’s skillsets, we aim to have presentations suitable for those just commencing their careers through to managers looking to gain that extra edge.

If there is a particular topic you’d like covered, please contact us and let us know!

Who are the presenters?

We aim to bring you a broad range of speakers, including some of our ACXPA Advisory Board members, leaders in all of the industry skillsets (i.e. contact centres, customer experience, digital service and customer service) from a range of different industry sectors and experts from outside of our immediate industry who we can learn from.

The presenters can vary from practitioners (those in real jobs!), consultants and vendors with particular industry experience.

With technology, in particular, moving so fast, we may also include some vendors that share ‘next-practice’, showing some insights into proof of concepts, etc.

Whilst this may include some current or future product demonstrations, they are all very aware that there can be no sales/product pitches – all the presentations in the ACXPA Member Bites are designed to educate, inform and inspire – not sell you something!

If you’d like to be considered as a speaker for one of our ACXPA Member Bites, please learn more here:  ACXPA Member Bites Speakers Briefing >

How often are new ACXPA Member Bites released?

We aim to continually bring you the latest insights and advice so will be regularly adding to the ACXPA Member Bites library and members will be advised each time a new Member Bite is available.

What happened to the Member Symposiums?

Our initial plan was to live-stream the symposium presentations monthly however feedback from our members suggested it was a lot more convenient just making the sessions available to watch on-demand at any time.

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