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!
Popular Call Centre Metrics
Justin Tippett |Contact Centres, Contact Centre Managers, Contact Centre Team Leaders |0A 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.
Empathy Statements for Customer Service
Justin Tippett |Customer Service, Contact Centre Employees, Contact Centres |0Use 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
How to Set KPIs for Call Centre Team Leaders
How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.Read article »Customer Service Keywords for Resumes
Land an interview with our customer service keywords for resumes that will appeal to human recruiters and get you past the AI checks.Read article »
Latest Podcast
How Data is Driving CX at Aesop
In this episode, we talk to Amish Goel, Global Head of Digital Insights & Data Privacy from AESOP who shares some great insights into how data insights are being used to drive the Customer Experience across the brand.Listen now »
Latest Glossary Terms
Overflow Calls
Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.Read More »Employee Pulse Checks
Employee pulse checks are short, frequent surveys that measure employees' sentiments, engagement levels, and overall workplace experience.Read More »
Upcoming Courses & Events
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July 2024 Customer Service Reception Essentials
The July 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception...View event > -
July 2024 Tech Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this July 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event > -
August 2024 Live Chat course for Customer Service staff
The August 2024 Live Chat Course for Customer Service employees teaches global best practices to help frontline employees deliver great customer service over the live...View event > -
August 2024 Retail Essentials
The August 2024 Retail Essentials training course teaches customer service and sales skills to employees in a short, live 3 hour online/virtual...View event > -
August 2024 WFM Essentials
Learn the essentials of Workforce Management for Call Centres in this 3-day August2024 WFM Essentials training course delivered by the WFM experts at CallDesign....View event >