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
Using AI in Recruitment for Call Centres
Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes.Read article »
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 »
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
-
September 2025 Customer Experience (CX) Management Training
The September 2025 CX Management Fundamentals course is the gold standard of customer experience (CX) courses - delivered live by global CX expert Daniel Ord and rated...View event > -
CX Roundtable October 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 October 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 > -
October 2025 Reception Foundations
The October 2025 Reception Customer Service Foundations course teaches premium customer service skills specifically for front desk/reception...View event > -
October 2025 Inbound Phone Sales Essentials
The October 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event >
ACXPA PLATINUM SPONSORS
ACXPA SILVER SPONSORS
ACXPA BRONZE SPONSORS
