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.
Empathy statements are words or phrases that show a customer you understand and care about how they feel — the foundation of de-escalation.
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
Customer Service Best Practices for Medical & Health Practices
Discover 30 customer service best practices for medical practices — from essential phone and reception standards through to what the leading patient-centric practices are doing right now. Free checklist included.Read article »
Erlang C Isn’t Broken — But Your Workforce Planning Might Be
Erlang C still has a place in contact centre workforce planning, but it was built for a simpler world. This article explores where it still works, where it breaks down, and what leading contact centres are using instead.Read article »
Latest Glossary Terms
Employee Experience
Employee experience is the deliberately-designed sum of every interaction an employee has with an organisation — not engagement, not perks.Read More »
Customer Retention Rate
Customer retention rate is the percentage of customers kept over a period — the mirror of churn, and the scorecard investors and boards rely on.Read More »
Upcoming Courses & Events
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June 2026 Introduction to Contact Centre Management
Fast-track your knowledge of contact centre management in this 2 x 3-hour course June 2026 introduction course delivered by Australian contact centre expert Justin...View event > -
Call Centre Roundtable June 2026
The June 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 > -
June 2026 Call Centre Operations for Team Leaders
Build confident Team Leaders who understand service levels, occupancy, forecasting and real-time performance in this June 2026 Call Centre Operations for...View event > -
June 2026 WFM Essentials
Learn the essentials of Workforce Management for Call Centres in this 3-day June 2026 WFM Essentials training course delivered by the WFM experts at CallDesign....View event > -
June 2026 Frontline Customer Service Foundations
Join the June 2026 Frontline Customer Service Foundations course to master premium customer service skills for all face-to-face interactions where customer service...View event >
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