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?
- This article explores the symbiotic relationship between digital platforms and contact centres for improving customer service and operational efficiency.Read article »
- 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 Glossary Terms
- 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 is a profession that optimises a customer's perceptions and interactions with a brand to deliver better business outcomes. Read More »
Upcoming Courses & Events
Suitable for employees working in technical support and helpdesk roles, this March 2024 Tech Support Customer Service Essentials course is delivered via a live 3-hour...View event >
The March 2024 Reception Essentials course teaches essential customer service skills for in-person, phone and email - suitable for all front desk/reception...View event >
The March 2024 Retail Essentials training course teaches customer service and sales skills to employees in a short, live 3 hour online/virtual...View event >
Equip your employees with superior customer service skills in the March 2024 Customer Service Phone Professionals Training course with 9 hours of facilitated learning...View event >
Fast-track your knowledge of contact centre management in this 2 x 3-hour course delivered by Australian contact centre expert & CX SKills CEO Justin...View event >
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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.
Use our free service to connect to Contact Centre Outsourcing/BPOs or Contact Centre Technology suppliers that can meet your specific requirements.