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
Contact Centres and Digital Platforms: A Symbiotic Bond
This article explores the symbiotic relationship between digital platforms and contact centres for improving customer service and operational efficiency.Read article »Expert Tips on How to Handle Overflow Calls in the Call Centre
Handling overflow calls in a call centre environment can be tricky, so we reveal best practice industry tips on how to manage them for your business.Read article »
Latest Podcast
From the Kitchen to the Contact Centre
We met Aurelius Bastian, former chef and now the Customer Service Team Leader at Seek to learn about his facinating journey.Listen now »
Latest Glossary Terms
CSAT (Customer Satisfaction)
CSAT, an acronym for Customer Satisfaction, serves as a vital metric for gauging the level of contentment customers experience with a product, service, or overall brand.Read More »Customer Experience (CX)
Customer Experience is a profession that optimises a customer's perceptions and interactions with a brand to deliver better business outcomes. Read More »
Upcoming Courses & Events
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May 2024 Customer Service Phone Professionals
Equip your employees with superior customer service skills in the May 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning (3...View event > -
May 2024 Tech Support PRO
Empower your technical support/helpdesk employees with premium customer service skills in the May 2024 Tech Support PRO course delivered over 3 x 3-hour live...View event > -
May 2024 How to Assess and Coach Contact Centre Agent Performance
Learn how to assess and coach Contact Centre Agents for performance in this May 2024 training course delivered online by global expert Daniel Ord. Suitable for all...View event > -
May 2024 Tech Support Customer Service Essentials
Suitable for employees working in technical support and helpdesk roles, this May 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event > -
May 2024 Customer Service Reception Essentials
The May 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception...View event >
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About ACXPA
The Australian Customer Experience Professionals Association (ACXPA) is the leading industry association in Australia for the contact centre, customer experience, customer service and digital service professions in Australia.
We provide global best practices, industry insights, world-class training and an unrivalled community of industry professionals that help Australian businesses deliver efficient and effective customer experiences via voice, digital and in-person channels.
Find Industry Suppliers
Search the ACXPA Supplier Directory to find Outsourcers/BPOs, Contact Centre Technology, Training Companies, AI & Automation, Consultants, Telemarking Lists and lots more.
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Use our free service to connect to Contact Centre Outsourcing/BPOs or Contact Centre Technology suppliers that can meet your specific requirements.