What are you trying to do?
Pick the role that best describes your work and we'll surface the most relevant tools for you. Don't worry — the full catalogue is below.
For Contact Centre Managers
Run a tighter ship. Diagnose where you're falling short, model your staffing, coach your team leaders, and benchmark against the rest of the industry — without rebuilding tools from scratch.
WFM Hub — 8 staffing tools
Erlang, interval planning, service level & staffing simulators, shrinkage, workload, outlier detection — purpose-built for contact centres.
Australian Call Centre Rankings
See how your sector is performing. Sector leaderboards, rolling trends, downloadable reports — Australia's most comprehensive call centre benchmark.
Call Centre Roundtables
Monthly live panel with Australian contact centre leaders. Members unlock the full archive with searchable transcripts.
Employee Turnover & Replacement Cost
Quantify the real cost of attrition. Build the business case for retention investment with hard numbers.
Cost of Wasted Call Time Calculator
Put a fully-loaded dollar cost on the avoidable seconds in every call — and the FTE capacity they quietly drain. Build the case for fixing systems and processes, not pressuring agents.
For CX Leads & Strategists
Build a defensible CX program. Benchmark your maturity, justify investment with hard ROI, design experiences that actually shift the dial, and stay connected to what other practitioners are doing.
CX Hub
The CX home base — diagnostics, calculators, templates, case studies, training, and the CX articles archive.
CX Roundtables
Monthly live discussions with senior CX leaders. Members unlock the searchable archive, executive summaries and CX Leader Briefs.
CX ROI Calculator Suite
Four methods — simple, project, technology, staffing ROI — for building a CX investment business case that survives finance scrutiny.
For Team Leaders & Supervisors
Coach your team better, run structured 1:1s, set goals that actually get achieved, and handle the situations that keep landing on your desk — escalations, performance issues, difficult conversations.
H.E.A.T De-escalation Model
Free single-page reference card for handling emotionally charged customers — Hear, Empathise, Apologise, Take Action.
Coaching & Performance Hub
The full coaching toolkit — GROW, SMART, Outlier Detection, leadership courses, and articles for team leaders.
GROW Model Coaching Template & Examples
Free template covering Goal, Reality, Options, Will — plus 5 worked contact centre examples for members.
For Frontline Agents & Customer Service Staff
Get better at the parts of the job that matter — handling complaints, calming difficult customers, spelling names clearly on calls, and saying the right thing in writing.
H.E.A.T De-escalation Cheat Sheet
Single-page printable card for handling angry, emotionally charged customers without it ruining your day.
Phonetic Alphabet (NATO + Aussie)
Spell names clearly over the phone. Standard NATO version plus a cheeky Aussie slang version (Arvo, Bogan, Chook…) for laughs.
Contact Centre Acronyms Cheat Sheet
The 12 essential contact centre acronyms with plain-English definitions. Useful for anyone new to the industry.
Customer Response Templates
480 ready-to-use response variants across 40 common customer situations, 3 tones, 4 outcomes. Email, SMS, letter, in-person.
For L&D, Trainers & HR
Stop building training from scratch. Deliver structured sessions on de-escalation, active listening and complaints handling using ready-made facilitator packs. Onboard faster with checklists and templates that actually work.
For Customer Service Managers
Lift consistency across your team, diagnose where service is breaking down, and equip your people with the templates, frameworks and capability they need to deliver well — every day.
Customer Service Hub
The customer service home base — frameworks, response templates, induction tools, and articles.
Customer Service Health Check
17-dimension diagnostic across four categories — adapts to your business type and channel mix. Members get the full 102-question version with action plan.
Induction Checklist Builder
Build personalised 5-timeframe onboarding plans for new customer service hires.
Complaints Handling Toolkit
Frameworks, logging tools, escalation guides, frontline guides — everything for handling complaints consistently.
30 CS Best Practices (Medical)
30 customer service standards across Foundations, Better Practice and Best Practice tiers — also useful as a sector-adapted benchmark.
Customer Response Templates
480 response variants across 40 situations × 3 tones × 4 outcomes. Equip your team with consistent, on-brand responses.
For WFM Analysts & Operations
Replace your spreadsheet stack with purpose-built calculators. Model shrinkage properly, plan staffing by interval, simulate service levels, and detect performance outliers — all browser-based.
Online Erlang C Calculator
Free for everyone. Calculate staffing requirements from call volume, AHT and service level target.
WFM Hub — all 8 tools
The complete workforce planning toolkit. Erlang, interval planner, simulators, shrinkage, workload, outlier detection.
Cost of Wasted Call Time Calculator
Convert avoidable handle-time seconds into a fully-loaded annual cost and the FTE capacity lost — hard numbers for the systems and process business case.
For Complaints & Resolution Specialists
Handle complaints consistently, fairly, and defensibly. Equip frontline teams with frameworks they'll actually use, give team leaders structured escalation logic, and report on outcomes properly.
For Business Owners
Get the customer experience side of your business right — without hiring a consultant or building everything yourself. Diagnose your current state, calculate the cost of getting it wrong, and put practical things in place that lift results.
Customer Lifetime Value Calculator
Understand what every customer is actually worth long-term. Inform retention, acquisition and investment decisions.
Customer Service Health Check
Find out where your customer service stacks up across 17 dimensions. Free pulse version, full diagnostic with action plan for members.
Employee Turnover & Replacement Cost
Calculate the true cost of attrition. Two calculators in one — measure retention and quantify the dollar impact.
ROI Calculator Suite
Four methods for calculating return on CX, technology, staffing and process investments.
Customer Response Templates
Ready-to-use templates for the 40 most common customer situations. Stop writing responses from scratch.
Just browsing?
Take a look at our most popular free resources — used every day by customer service, CX and contact centre practitioners worldwide. No login required for any of these.
5-Question CX Pulse Check
Quick CX maturity snapshot — find out roughly where your organisation sits in under 2 minutes.
Online Erlang C Calculator
Free contact centre staffing calculator. No login. Used by hundreds of teams every week.
CLV, Churn & Retention Calculators
Quick-fire calculators for the four most-used CX metrics — embedded in the glossary, free for everyone.
Industry Glossary
A growing reference of customer service, CX and contact centre terms — clear, practical, no fluff.
Practitioner Articles
A growing library of practitioner-written articles spanning customer service, CX, contact centres and employee experience.
The Customer Verdict
Direct, unfiltered podcast on CX, contact centres, AI and tech. Hosted by ACXPA CEO Justin Tippett.
Organised by what you're trying to run
Every ACXPA resource lives inside one of eight specialist hubs. Pick a hub to see the full toolkit for that area of work.
Customer Service Hub
Frameworks, response templates, induction checklists and training to lift consistency and capability across customer service teams of any size or sector.
Open hub →Call Centre Hub
The complete operational toolkit for running a modern contact centre — standards, benchmarking, WFM, coaching, complaints, training and templates.
Open hub →CX Hub
Diagnostics, templates, calculators and frameworks for CX strategy, design, journey mapping, measurement and ROI — built for the discipline.
Open hub →WFM Hub
Eight purpose-built workforce planning tools — forecast staffing, model service levels, calculate shrinkage, detect outliers, quantify turnover cost.
Open hub →Complaints Handling Hub
Frameworks, logging tools, escalation guides, frontline cheat sheets, facilitator guides — handle complaints consistently, fairly and defensibly.
Open hub →Coaching & Performance Hub
Coaching frameworks, goal-setting templates, performance monitoring tools and capability training — built for team leaders.
Open hub →Training & Onboarding Hub
Self-paced courses, facilitator guides, learner workbooks, induction checklist builder, industry quizzes and 25% off live CX Skills training.
Open hub →Benchmarking Hub
Independent call centre benchmarking services assessed against national CX Standards — mystery shopping, competitor and private benchmarking, real-call quality assessments.
Open hub →Every tool, template, calculator and resource
Grouped by what you're trying to do. Click any category to expand. Every item shows what access tier it sits at — many are free.
Diagnose & Assess 5 tools
Assess your current state across CX, customer service, contact centre operations and persona readiness. Scored results, domain breakdowns, prioritised action.
- CX Maturity Pulse Check Free — quick 5-question CX maturity snapshot in under 2 minutes.
- Customer Persona Readiness Calculator Free — 10-question readiness assessment before building personas.
- Customer Service Health Check Free (17-Q) Subscriber (51-Q) Members (102-Q + action plan)
- CX Maturity Audit Members — flagship 42-question audit across 6 strategic pillars with peer benchmarking, spider chart, auto-built roadmap and 90-day re-audit.
- Contact Centre Maturity Tool Members — 7-domain assessment producing overall score (1–5), domain breakdowns, prioritised focus areas with matched resources.
Calculate & Model 10 calculators
Build data-backed business cases. Quantify CLV, churn, retention, ROI, turnover cost — the numbers finance and execs actually want to see.
- Customer Lifetime Value (CLV) Calculator Free — retention-based CLV formula. Inform retention investment decisions.
- Customer Lifespan Calculator Free — estimate average customer tenure from retention rate.
- Customer Churn Rate Calculator Free — measure customer attrition to prioritise retention.
- Customer Retention Rate Calculator Free — measure loyalty over time.
- Erlang Call Centre Calculator (Excel) Free — offline macro-enabled Excel alternative to online Erlang tools.
- NPS Calculator Free Members (Statistical confidence)
- ROI Calculator Suite Free (Article) Members (Calculators) — four methods: simple, project, technology, staffing ROI.
- Employee Turnover Calculator Free (Basic) Members (Full benchmark wizard)
- Employee Replacement Cost Calculator Members — true cost of replacing an employee across 7 cost categories.
- Cost of Wasted Call Time Calculator Free (Basic) Members (Full model + PDF) — turn the avoidable seconds in every call into a fully-loaded annual cost and the full-time-equivalent capacity lost.
Plan & Forecast (WFM) 8 tools
Replace your spreadsheet stack. Purpose-built workforce planning tools for contact centres — modern, browser-based, no macros to debug.
- Online Erlang C Calculator Free — calculate staffing from volume, AHT and service level target. No login.
- Interval Planner Members — per-interval staffing schedules based on volume patterns across the day.
- Service Levels Simulator Members — live what-if modelling. Adjust staffing/volume/AHT and see service level shift instantly.
- Staffing Levels Simulator Members — Erlang C with shrinkage-aware modelling and adjustable inputs.
- Workload Calculator Members — convert workload (volume × AHT) into FTE with shrinkage, sickness and leave applied.
- Advanced Shrinkage Calculator Members — granular breakdown of planned and unplanned shrinkage across all categories.
- Outlier Detection Wizard Members — identify performance outliers (±1 SD) across AHT, sales, quality or any metric.
- AHT Outlier Report (Excel) Members — macro-enabled Excel for AHT outlier analysis. Offline alternative.
Build & Document 9 tools & templates
Stop building artefacts from scratch. Personas, journey maps, induction checklists, response templates, policies — ready-made starting points and interactive builders.
- Customer Persona Template (PPT) Subscriber Members — editable single-slide PowerPoint.
- Customer Service Induction Checklist Builder Subscriber (Generate + PDF) Members (Save + sync + custom)
- Customer Response Templates Free (1 preview) Subscriber (3 previews) Members (3 + extras) Business (Full 480)
- Customer Journey Mapping Template Members — PowerPoint template for visualising touchpoints, emotions, pain points, opportunities.
- Complaints Handling Website Page Template Members
- Environmental Policy Template Members
- Press Release Template Members
- Customer Persona Builder Business only — 7-step interactive web app grounded in Jobs To Be Done + Strategyzer. Cloud-synced library, branded PDF export.
- Business Continuity Plan for Call Centres Business only
Coach & Develop 7 tools & templates
Run better coaching conversations and set goals that actually get achieved. GROW + SMART frameworks, worked examples, and structured tools for team leaders.
- GROW Model Coaching Template Free — structured template with specific questions for each stage.
- SMART Goals Template Free — goal-setting template with prompts for each SMART element.
- GROW Model Coaching Examples Members — 5 worked contact centre coaching conversations.
- SMART Goal Examples for Team Leaders Members
- Employee Goal Tracker (Excel) Members — Excel version for offline tracking.
- Team Leader Coaching Guide Business only — interactive coaching conversation builder across 14 common scenarios.
- Employee Goal Tracker (Online) Business only — interactive goal tracking with scheduled check-ins, automated reminders.
Train & Onboard 10+ training assets
Self-paced courses, ready-to-deliver facilitator packs, learner workbooks, induction tools, and 25% off live CX Skills training for members.
- Live CX Skills Training Free (Public access) Members (25% off)
- Industry Knowledge Quizzes Free (1 attempt) Members (Unlimited + certificates)
- Team Trivia Quiz Kits (monthly) Free (Sample) Members (Full library)
- Induction Checklist Builder Subscriber Members
- Self-Paced Course Library Members — 22+ included ACXPA self-paced courses with quizzes and downloadable certificates.
- Active Listening Pocket Guide Members
- Complaints Handling Frontline Guide Members
- Active Listening Facilitator Guide Business only
- Complaints Handling Facilitator Guide Business only
- H.E.A.T Training Facilitator Guide Business only
Recruit & Hire 10 templates
Pre-written job descriptions and structured interview toolkits for the full hierarchy of customer service, contact centre and CX roles.
- STAR Interview Toolkit — Frontline CS Roles Free — pre-written behavioural questions, scoring rubrics, interview templates.
- STAR Interview Examples Members — 5 worked examples for frontline roles.
- Call Centre Agent JD Members
- Customer Service Officer JD Members
- Contact Centre Team Leader JD Members
- Call Centre Manager JD Members
- Customer Service Manager JD Members
- CX Analyst JD Members
- Customer Journey Designer JD Members
- Head of CX JD Members
Handle Complaints 6 tools & templates
Frameworks, frontline reference cards, escalation logic, and operational tools for handling complaints consistently across teams.
- ACXPA 7-Step Complaints Handling Framework Card Members — single-page A4 framework reference for frontline desks.
- Complaints Handling Frontline Guide Members — 32-page training guide covering the full complaint lifecycle.
- Complaints Website Page Template Members
- Customer Commitment Sign Members
- Complaints Logging Tool (Excel, 9 sheets) Business only — comprehensive logging and reporting workbook.
- Escalation Decision Tool (Excel, 8 sheets) Business only — structured, policy-aligned escalation logic.
Reference & Look Up 9 resources
Cheat sheets, phonetic alphabets, framework reference cards, case studies and best-practice reports. Mostly free, all printable, useful at the desk or in workshops.
- H.E.A.T Model Cheat Sheet Free
- Phonetic Alphabet (NATO) — PDF + Word Free
- Australian Phonetic Alphabet Free
- Contact Centre Acronyms Cheat Sheet Free
- Industry Glossary Free — growing reference with embedded calculators on key terms.
- 30 CS Best Practices for Medical Practices Free (12 standards) Subscriber (All 30 + PDF)
- Human Centered Design Framework Card Members
- How to Build the Foundations of a CX Program Members
- Tennis Australia CX Strategy & Insights Members
A searchable layer of practitioner knowledge
Live monthly roundtables, short-form practitioner sessions, a podcast and a growing article library — every video session is fully transcribed and searchable for members.
CX Roundtables
Monthly live panel with senior CX practitioners. First Wednesday at 2pm. Full archive with searchable transcripts, timestamped key moments, executive summaries, and CX Leader Briefs for members.
Explore CX Roundtables →Call Centre Roundtables
Monthly live panel with Australian contact centre leaders. Second Wednesday at 11am. Same full member archive — searchable transcripts, executive summaries, key moment jumps.
Explore Call Centre Roundtables →Member Bytes
Short, focused practitioner sessions — each built around a single idea, tool, or decision you can act on immediately. Searchable transcripts, timestamped key moments, executive summary per episode.
Explore Member Bytes →The Customer Verdict Podcast
Hosted by ACXPA CEO Justin Tippett. Direct, unfiltered conversations on CX, contact centres, AI and technology. Episodes free for everyone — members unlock searchable transcripts and executive summaries.
Listen to the podcast →Article Library
A growing library of practitioner-written articles spanning customer service, CX, contact centres, employee experience, digital CX and industry insights. Filterable by category.
Browse articles →Industry Glossary
A growing reference of CX, customer service and contact centre terminology. Many entries include embedded calculators (CLV, churn, NPS, retention) and downloadable templates.
Browse glossary →Australian Call Centre Rankings
Australia's most comprehensive independent call centre benchmark. Every month, mystery shopper-style calls are made to call centres across multiple sectors — banks, energy, insurance, councils, telcos, aged care, education and more — capturing 80+ metrics including wait times, agent performance, hold music, IVR experience and overall CX.
- Sector-specific leaderboards across 7+ industries
- Australia-wide and per-sector performance breakdowns
- Rolling 3-month and 6-month trend data
- Downloadable monthly and quarterly reports (30+ insights per report)
- Anonymised peer comparison data
Find and connect with practitioners
Three different directories and private member groups — find the right people, ask the right questions, and stay connected to the industry.
Business Members Directory
Browse organisations with ACXPA Business Memberships — useful for vendor selection, peer benchmarking and partnership.
Free to browseACXPA Supplier Directory
The independent supplier directory for customer service, CX and contact centre technology and services. Search by category, region or capability.
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