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
Shrinkage
Call centre shrinkage< is the percentage of paid time that agents are available to handle customer calls — due to breaks, meetings, training, leave, sickness, coaching, late starts, system downtime, and more.Read More »
Peak End Rule
If you want to share and earn points please login firstRead More »
Upcoming Courses & Events
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August 2025 Phone Customer Service PRO
Equip your employees with superior phone customer service skills in the August 2025 Phone Customer Service PRO training course with 9 hours of facilitated learning (3...View event > -
August 2025 Technical Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this August 2025 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event > -
August 2025 Customer Service Phone Essentials
The August 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
August 2025 Phone Customer Service Foundations
The August 2025 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event > -
August 2025 Live Chat Management Course
Designed for Managers of the Live Chat/Text Chat channel, the August 2025 teaches the fundamental skills and practices required to manage this critical function across...View event >
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