The 2024 Australian Contact Centre Industry Best Practice Report: AI, remote work, attrition, self-service, CX metrics, rankings and salaries.
Call centre hold music shapes a caller's mood before an agent even speaks. What actually works on phone audio, the psychology of waiting, virtual callbacks and iOS 26 Hold Assist, Australian licensing rules, and how to cut abandonment.
Replacing a contact centre agent typically costs around 30% of their annual salary — roughly $19,000–$20,000 for a frontline agent, and more for longer inductions. How to calculate your true cost across recruitment, training and lost productivity, and how to reduce it.
Customer experience statistics — every one dated and linked to the organisation that ran the research. Filterable by topic and region, with the most-recycled unsourced stats called out and removed.
The 10 most popular call centre metrics — Service Level, ASA, AHT, FCR and more — with formulas, benchmarks and how to read each in context.
The 2023 Australian Contact Centre Industry Best Practice Report: remote work, attrition, engagement, AI, wellbeing, training, WFM and salaries.
Empathy statements are words or phrases that show a customer you understand and care about how they feel — the foundation of de-escalation.
A persona is a semi-fictional character built on research. Skip the research and you've drawn a portrait of your own assumptions.
Latest Articles
2026 Australian Contact Centre Best Practice Report
The 2026 Contact Centre Best Practice Report: AI automation and self-service, observability, attrition, team leaders, rankings and salaries.Read article »
Customer Service Best Practices for Medical & Health Practices
33 customer service best practices for medical practices, covering the phone, reception, delays, complaints and what leading practices do differently.Read article »
Latest Glossary Terms
Offshoring
Call centre offshoring is moving customer service or back-office work to a distant, lower-cost country for the labour saving.Read More »
Virtual Assistant
A virtual assistant is either an AI software assistant that answers people, or a real human providing support remotely, often offshore.Read More »
Upcoming Courses & Events
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Call Centre Roundtable August 2026
The August 2026 ACXPA Live Contact Centre Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured...View event > -
August 2026 Reception Customer Service Essentials
The August 2026 Reception Customer Service Essentials course teaches premium customer service skills for in-person, phone and email - suitable for all front...View event > -
August 2026 Introduction to Contact Centre Management
Fast-track your knowledge of contact centre management in this 2 x 3-hour course August 2026 introduction course delivered by Australian contact centre expert Justin...View event > -
August 2026 Contact Centre Coaching PRO
In this August 2026 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and...View event > -
August 2026 Technical Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this August 2026 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event >
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