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 »
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July 2025 Inbound Phone Sales Foundations
The July 2025 Inbound Phone Sales Foundations training course teaches premium sales skills to improve conversions on inbound phone calls, delivered via 2 x 3-hour...View event > -
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Fast-track your knowledge of contact centre management in this 2 x 3-hour course July 2025 introduction course delivered by Australian contact centre expert Justin...View event > -
July 2025 Customer Service Phone Essentials
The July 2025 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event > -
July 2025 Reception Customer Service Essentials
The July 2025 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front...View event > -
July 2025 Inbound Phone Sales Essentials
The July 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event >
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