Self Paced Training Courses & Micro-Learning Videos
ACXPA Individual Members have instant access to 15 self-paced training courses, 5 micro-learning videos included in their membership, and a host of other exclusive content.
The 15 self-paced courses include a training video, course workbook, action plan and assessment quiz. When you complete each course and achieve 100% on the online assessment, will be able to instantly download your online certificate of achievement!
Members also receive a 25% discount to the full course library of over 300 training videos for a low annual fee, as well as 25% off all our live facilitated training courses.
Individual Memberships are $197 ex GST per year, and Business Memberships start at $497 per year (which includes five individual memberships you can allocate to employees).
Whether you use the self-paced courses as a great training and coaching tool for your employees, or to upskill yourself, it’s just another way that ACXPA continues to provide the best-value industry association membership in Australia for anyone working in contact centres, customer experience, digital and retail customer service.
Self Paced Training Courses & Micro-learning Videos
, as a subscriber, you’re only one step away from unlocking the 15 self-paced training courses and 5 micro-learning videos, as well as a host of other exclusive content!
ACXPA Individual Members have instant access to 15 self-paced training courses, 5 micro-learning videos included in their membership, and a host of other exclusive content.
The 15 self-paced courses include a training video, course workbook, action plan and assessment quiz. When you complete each course and achieve 100% on the online assessment, will be able to instantly download your online certificate of achievement!
Members also receive a 25% discount to the full course library of over 300 training videos for a low annual fee, as well as 25% off all our live facilitated training courses.
Individual Memberships are $197 ex GST per year, and Business Memberships start at $497 per year (which includes five individual memberships you can allocate to employees).
Whether you use the self-paced courses as a great training and coaching tool for your employees, or to upskill yourself, it’s just another way that ACXPA continues to provide the best-value industry association membership in Australia for anyone working in contact centres, customer experience, digital and retail customer service.
Self Paced Training Courses and Micro-learning Videos
, thanks for being an ACXPA Member!
As part of your individual membership, you have access to:
- 15 self-paced courses, including a training video, course workbook and assessment quiz. Completing each course with 100% on the assessment will earn you an online certificate and ACXPA Rewards Badges and Points.
- 5 short, one-minute micro-videos with some quick tips on a variety of topics.
You can keep track of the assessments you’ve completed along with the industry quizzes you’ve completed on your Quiz/Assessment Dashboard.
PLUS, there’s even more educational resources available to you!
, in addition to the self-paced courses and micro-learning videos on this page below, you also have access to:
-
- Over 300 self-paced courses, micro-learning videos, and career pathways, all with a 25% discount! Learn more >
- A Video Library of ACXPA Member Bites and the CX and Call Centre Roundtables. View Video Library >
- A 25% discount off all our live-facilitated training courses, all designed and facilitated by industry experts. View Course Options >
Self Paced Training Courses and Micro-learning Videos
, thanks for being an ACXPA Business Member!
, as part of your Business Membership, every employee with an active individual membership now has access to:
- 15 self-paced courses, including a training video, course workbook and assessment quiz.
- 5 short, one-minute micro-videos with some quick tips on a variety of topics.
Your employees can keep track of the assessments they’ve completed, along with any industry quizzes they’ve completed, on their Quiz/Assessment Dashboard.
Not sure who has an Individual Membership? Need to allocate more memberships? View your Membership Dashboard >
Want to try the courses yourself? Switch to your Individual Membership at the top of this page. Not sure how to? View the how-to video >
PLUS, your employees have access to even more educational content!
In addition to the self-paced courses and micro-learning videos, your employees also have access to:
-
- ACXPA Member Bite videos containing presentations, tips and insights on all things contact centres and CX! View Video Library >
- Online quizzes for contact centres and customer experience (with downloadable certificates for 100% pass marks!).
- A 25% discount off all our live-facilitated courses, all designed and facilitated by industry experts. View Course Options >
- Over 300 self-paced courses, defined learning pathways and micro-learning videos on a full Learning Management System. Learn more >
Tips on How to Use the Self-Paced Courses
Each self-paced course includes a video, workbook, online assessment, and downloadable certificate, making it a great learning and coaching tool for your employees.
Here’s just one idea of how you could use them:
- Allocate your employee time to watch one of the self-paced courses (you can specify a specific course or let them decide).
- Instruct them to print out the workbook and complete it (including the action plan).
- Ask your employees to complete the online assessment and download the certificate when they pass.
- Provide the completed workbook and action plan to their team leader/manager to discuss in their next coaching session/one-on-one.
- Keep a copy of the certificate and workbook on file so you have a record of completion.
You could also get each employee to complete the course and then collectively discuss what they learned in your next team meeting!
Self Paced Training Courses and Micro-learning Videos
, thanks for being an ACXPA Vendor Member!
As part of your Vendor Membership, every employee with an active individual membership now has access to:
- 15 self-paced courses, including a training video, course workbook and assessment quiz.
- 5 short, one-minute micro-videos with some quick tips on a variety of topics.
Your employees can keep track of the assessments they’ve completed, along with any industry quizzes they’ve completed, on their Quiz/Assessment Dashboard.
Not sure who has an Individual Membership? Need to allocate more memberships? View your Membership Dashboard >
Want to try the courses yourself? Switch to your Individual Membership at the top of this page. Not sure how to? View the how-to video >
PLUS, your employees have access to even more educational content!
In addition to the self-paced courses and micro-learning videos, your employees also have access to:
-
- ACXPA Member Bite videos containing presentations, tips and insights on all things contact centres and CX! View Video Library >
- Online quizzes for contact centres and customer experience (with downloadable certificates for 100% pass marks!).
- A 25% discount off all our live-facilitated courses, all designed and facilitated by industry experts. View Course Options >
- Over 300 self-paced courses, defined learning pathways and micro-learning videos on a full Learning Management System. Learn more >
Tips on How to Use the Self-Paced Courses
Each self-paced course includes a video, workbook, online assessment, and downloadable certificate, making it a great learning and coaching tool for your employees.
Here’s just one idea of how you could use them:
- Allocate your employee time to watch one of the self-paced courses (you can specify a specific course or let them decide).
- Instruct them to print out the workbook and complete it (including the action plan).
- Ask your employees to complete the online assessment and download the certificate when they pass.
- Provide the completed workbook and action plan to their team leader/manager to discuss in their next coaching session/one-on-one.
- Keep a copy of the certificate and workbook on file so you have a record of completion.
You could also get each employee to complete the course and then collectively discuss what they learned in your next team meeting!
Tips on How to Use the Self-Paced Courses
Each self-paced course includes a video, workbook, online assessment, and downloadable certificate, making it a great learning and coaching tool for your employees.
Here’s just one idea of how you could use them:
- Allocate your employee time to watch one of the self-paced courses (you can specify a specific course or let them decide).
- Instruct them to print out the workbook and complete it (including the action plan).
- Ask your employees to complete the online assessment and download the certificate when they pass.
- Provide the completed workbook and action plan to their team leader/manager to discuss in their next coaching session/one-on-one.
- Keep a copy of the certificate and workbook on file so you have a record of completion.
You could also get each employee to complete the course and then collectively discuss what they learned in your next team meeting!
Included Self-paced Training Courses
All the courses below include a video, workbook, action plan and an online quiz to assess understanding. And when you achieve 100% on the assessment, you can instantly download a certificate of achievement!
Courses are listed in alphabetical order.
Answering the Telephone
This 10 minute video shows some techniques on answering the telephone. It includes the phone greeting and asking permission to ask questions. This is ideal for anyone who answers the telephone in their role – especially if they have never been trained. It’s also ideal for contact centre staff.
Award Winning Emails
This 10 minute video outlines 9 criteria to provide award winning emails including professionalism, spelling and grammar and adding value. These criteria are generally defined as good practice and getting them right will help provide an award winning experience for your customers.
Being a New Leader
This 10 minute video covers some core leadership basics and is a good refresher for all leaders. You will learn about leadership styles and some useful leadership tips. It also includes some tips on how you can ease into a new leadership role and how to deal with former peers.
Being Assertive
In this 10 minute video we explain what assertiveness is and how you an be more assertive. You will learn about the difference between assertive, passive and aggressive behaviour and how to apply the principles in your role.
Communication Skills
This 10 minute video explains about communication, tone, modulation and body language.
Complaints Handling
This 10 minute video explains ways to handle complaints effectively and what to include in a complaints handling process.
Cultural Awareness
This 10 minute video explains how cultural awareness is important in business and what you can focus on to improve awareness and benefits of cultural diversity. Culture is not just the colour of our skin, it is our upbringing, religion, morals, sexual orientation, choices we make, family and the way we live. It is important that you learn to respect others and try and keep the communication lines open.
Customer Experience
In this video we will look at what customer experience is, how to improve customer experience, empowering employees, and aiming for the perfect experience.
Customer Retention
Customer retention is vital to businesses, and this video will help you understand key ways to keep customers and handle retention calls when customers are looking to cancel your service. You will also understand the lifetime value of a customer and discover ways to keep customers longer.
Customer Service Excellence
In this 10 minute video version, we explain the importance of delivering excellent customer service. There are a number of things every person in the organisation can do to provide great service. It is not just the responsibility of the customer service team or receptionist. every one in the business should be looking to provide great service to all customers – external and internal.
Diversity, Equity and Inclusion
This 10 minute video explains the difference between diversity, equity and inclusion. It also covers of ways individuals and organisations can improve the way these three areas are incorporated.
Handling Difficult Customers
Difficult Customer Techniques – This 10 minute video outlines ways you can deal with difficult customers and how you can calm them down. You will learn a few techniques on dealing with difficult customers.
Health and Wellness
In this 10 minute video module, you will learn some key skills on helping develop a better work / life balance and ways to improve your health and wellness at work.
Introduction to Selling
This 10 minute video explains the basics of selling including the concepts of uncovering customer needs, handling objections, features and benefits and closing the sale.
Managing Stress
This 10 minute video covers various aspects of managing stress including the body’s stress response, good and bad stressors, ways to manage stress and the flight or fight response.
Micro-Learning Videos
Short, one-minute videos with quick tips on a variety of topics!
Active Listening
This 1 minute video outlines 5 tips on how to improve your active listening skills.
Calming Anxiety in the Moment
This 1 minute video gives four tips in dealing with anxiety and getting in control quickly.
Customer Service Tips
This 1 minute video explains 5 ways you can provide great customer service.
Handling Sales Objections
This one minute video highlights three tips for handling sales objections.
How to Say No Nicely to Customers
This 1 minute video shows how you can say no nicely when talking with a customer. Check out the 4 easy steps to follow.
Included Self-paced Training Courses & Micro-learning Videos
All the courses below include a video, workbook, action plan and quiz to assess understanding.
When you achieve 100% on the assessment, you can instantly download your certificate of achievement, and you can also keep track of your progress on your own Quiz/Assessments Dashboard.
You’ll also earn reward badges and points which will showcase your progress and might be linked to some cool rewards in the future…
Courses are listed in alphabetical order.
Answering the Telephone
This 10 minute video shows some techniques on answering the telephone. It includes the phone greeting and asking permission to ask questions. This is ideal for anyone who answers the telephone in their role – especially if they have never been trained. It’s also ideal for contact centre staff.
Award Winning Emails
This 10 minute video outlines 9 criteria to provide award winning emails including professionalism, spelling and grammar and adding value. These criteria are generally defined as good practice and getting them right will help provide an award winning experience for your customers.
Being a New Leader
This 10 minute video covers some core leadership basics and is a good refresher for all leaders. You will learn about leadership styles and some useful leadership tips. It also includes some tips on how you can ease into a new leadership role and how to deal with former peers.
Being Assertive
In this 10 minute video we explain what assertiveness is and how you an be more assertive. You will learn about the difference between assertive, passive and aggressive behaviour and how to apply the principles in your role.
Communication Skills
This 10 minute video explains about communication, tone, modulation and body language.
Complaints Handling
This 10 minute video explains ways to handle complaints effectively and what to include in a complaints handling process.
Cultural Awareness
This 10 minute video explains how cultural awareness is important in business and what you can focus on to improve awareness and benefits of cultural diversity. Culture is not just the colour of our skin, it is our upbringing, religion, morals, sexual orientation, choices we make, family and the way we live. It is important that you learn to respect others and try and keep the communication lines open.
Customer Experience
In this video we will look at what customer experience is, how to improve customer experience, empowering employees, and aiming for the perfect experience.
Customer Retention
Customer retention is vital to businesses, and this video will help you understand key ways to keep customers and handle retention calls when customers are looking to cancel your service. You will also understand the lifetime value of a customer and discover ways to keep customers longer.
Customer Service Excellence
In this 10 minute video version, we explain the importance of delivering excellent customer service. There are a number of things every person in the organisation can do to provide great service. It is not just the responsibility of the customer service team or receptionist. every one in the business should be looking to provide great service to all customers – external and internal.
Diversity, Equity and Inclusion
This 10 minute video explains the difference between diversity, equity and inclusion. It also covers of ways individuals and organisations can improve the way these three areas are incorporated.
Handling Difficult Customers
Difficult Customer Techniques – This 10 minute video outlines ways you can deal with difficult customers and how you can calm them down. You will learn a few techniques on dealing with difficult customers.
Health and Wellness
In this 10 minute video module, you will learn some key skills on helping develop a better work / life balance and ways to improve your health and wellness at work.
Introduction to Selling
This 10 minute video explains the basics of selling including the concepts of uncovering customer needs, handling objections, features and benefits and closing the sale.
Managing Stress
This 10 minute video covers various aspects of managing stress including the body’s stress response, good and bad stressors, ways to manage stress and the flight or fight response.
Micro-Learning Videos
Short, one-minute skills videos with quick tips on a variety of topics!
Videos are listed in alphabetical order.
Active Listening
This 1 minute video outlines 5 tips on how to improve your active listening skills.
Calming Anxiety in the Moment
This 1 minute video gives four tips in dealing with anxiety and getting in control quickly.
Customer Service Tips
This 1 minute video explains 5 ways you can provide great customer service.
Handling Sales Objections
This one minute video highlights three tips for handling sales objections.
How to Say No Nicely to Customers
This 1 minute video shows how you can say no nicely when talking with a customer. Check out the 4 easy steps to follow.
Looking for more?
As an ACXPA Member, you get 25% off our full course library of over 300 self-paced courses, 1-minute skills videos and course pathways – Learn more >
Looking for more?
ACXPA Members receive 25% off our full course library of over 300 self-paced courses, 1-minute skills videos and course pathways – Learn more >
Reminder: As you are currently logged into your Business Account, you’ll need to switch to an Individual Account to try the courses yourself!
Reminder: As you are currently logged into your Vendor Account, you’ll need to switch to an Individual Account to try the courses yourself!
