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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August 2026 Inbound Phone Sales Essentials
The August 2026 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of...View event > -
August 2026 Frontline Customer Service Essentials
The August 2026 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service....View event > -
September 2026 Public Sector Foundations
The September 2026 Public Sector Customer Service Foundations course improves phone, email and in-person skills via 2 x 3-hour live online...View event > -
CX Roundtable September 2026
The ACXPA September 2026 Live CX Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured format....View event > -
September 2026 Managing Difficult Customers
Learn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour September 2026 online course - suitable for...View event >
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