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
Next Issue Avoidance
Next Issue Avoidance is resolving a customer's likely next problem during their current contact, to prevent a repeat contact.Read More »
Offshoring
Call centre offshoring is moving customer service or back-office work to a distant, lower-cost country for the labour saving.Read More »
Upcoming Courses & Events
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October 2026 Phone Customer Service Foundations
The October 2026 Customer Service Foundations training course teaches premium phone customer service skills delivered via 2 x 3-hour...View event > -
October 2026 People Leadership for Call Centre Team Leaders
The October 2026 People Leadership & Management for Call Centre Team Leaders teaches practical people-management, engagement and performance conversation...View event > -
October 2026 Public Sector Essentials
The October 2026 Public Sector Customer Service Essentials course improves phone, email and in-person skills via a 3-hour live online course....View event >
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