Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report - the largest in Australia.
Discover everything you need to know about call centre hold music including best practices, the psychology of what customers like, music selection and more!
The true cost to replace a contact centre agent in Australia, tips on how to reduce it and a calculator you can download to work out your own cost.
Customer Service and CX/Customer Experience Statistics you can use at work to impress the boss or build your business case. Constantly updated!
A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations.
Key stats, KPIs, benchmarking data and more in the free 2023 Australian Contact Centre Industry Best Practice Report - the largest in Australia.
How to Build a Customer Experience Measurement Program (CXM program) in 7 simple steps that can be applied to any business.
Use these Empathy Statements for customer service or call centre work that will help diffuse the situation and calm down an angry customer.
Creating customer personas are one of the most received requests by CX professionals… what are they, when do we create them, and why do we need them?
Latest Articles
2025 Australian Contact Centre Industry Best Practice report
Key stats, KPIs, benchmarking data and more in the free 2025 Australian Contact Centre Industry Best Practice Report - the largest in Australia.Read article »
Why Looking at AHT Outliers Matters
Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity.Read article »
Latest Glossary Terms
Agentic AI
If you want to share and earn points please login firstRead More »
Customer Lifespan
Customer Lifespan refers to the average duration of time a customer engages with a business before they stop using its products or services.Read More »
Upcoming Courses & Events
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June 2025 Customer Service Foundations
The June 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event > -
June 2025 Reception Customer Service PRO
Perfect for receptionists/front-desk employees etc, the June 2025 Customer Service Reception PRO course will teach your employees premium customer service skills over...View event > -
June 2025 Inbound Phone Sales PRO
Boost your employees’ sales performance and customer engagement with the June 2025 Inbound Phone Sales PRO training course - designed to equip phone-based employees...View event > -
CX Roundtable July 2025
Join us for our free CX Roundtables featuring a special guest each month to share practical insights for customer experience (CX) professionals and the chance to connect and...View event > -
Call Centre Roundtable July 2025
Join us for our free Call Centre Roundtables featuring a special guest each month to share practical insights for contact centre professionals and the chance to connect and...View event >
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