Training & Onboarding Hub
Get new starters productive faster and keep your team’s skills sharp
What training do you need today, ?
Hiring, onboarding and training tools for contact centre and customer service teams.
Courses, ready-to-run training sessions, desk guides, quizzes and live training, in one place.
In this hub
- 22self-paced courses included with membership
- 3ready-to-run training sessions for your team
- 20+industry quizzes, open to everyone
- 25%off CX Skills training for members
Switch to your Individual Account to use this hub,
You are signed in with the admin account for ’s ACXPA Membership. The courses, facilitator guides and downloads in this hub open from an Individual Account.
If you’ve allocated yourself a membership, use Switch Account at the top of the page. If not, allocate one from your membership dashboard.
Free to explore, better as a member
Anyone can take the quizzes and download the free guides below. A free account adds the Induction Wizard.
Members unlock all 22 courses, the learner guides, the STAR interview kits and 25% off CX Skills training.
Want all 22 courses, ?
Your free account already covers the quizzes, the Induction Wizard (build and download) and every guide marked Free.
Upgrade to unlock the courses, the learner guides, the STAR interview kits and 25% off CX Skills training.
Everything here is yours, , except the team training resources
The three facilitator guides, the Frontline Complaints Handling Training Guide and saved induction checklists come with Business Membership.
Full access through ,
Every course, guide and facilitator session in this hub is unlocked for you. Pick what you need below.
Welcome, , from
You have the courses, induction tools and learner guides. They show how contact centres train their teams day to day.
The facilitator guides, the Frontline Complaints Handling Training Guide and saved induction checklists are reserved for contact centres on Business Membership.
👉 Start here
What do you need to do today?
Pick one and we’ll show you the tools, guides and training for it.
Hire people who will thrive on the phones
Structured interview kits and ready-to-adapt job descriptions for frontline roles.
Start here
Frontline job descriptions (3 templates)Included
Frontline job descriptions (3 templates)Members
- Call Centre AgentReady-to-adapt Word template
- Customer Service OfficerReady-to-adapt Word template
- Contact Centre Team LeaderReady-to-adapt Word template
Get a new starter productive faster
Build a tailored induction plan in minutes, then give them the references they will use every day.
Start here
First-week courses (3)Members
- Answering the TelephoneProfessional telephone technique from greeting to questioning
- Customer Service ExcellenceConsistently great service for every customer
- Customer Service TipsMicro-learning: the C.A.R.P. technique in four steps
Run a training session with your team
Ready-to-deliver decks with speaker notes and timings. Each one has a matching guide for your team to keep.
Start here
Leading a team? Business Membership adds the three facilitator guides →
Give the team guides they will actually use
Printable references and workbooks for frontline staff: the matching take-aways for each training session.
Start here
Learn at your own pace
22 self-paced courses are included with membership, from five-minute micro-learning to full courses with certificates.
Start here
Customer service (8 courses)Included
Customer service (8 courses)Members
- Answering the TelephoneTelephone technique from greeting to questioning
- Award-Winning EmailsThe nine criteria that make a great email
- Customer Service ExcellenceGreat service is everyone’s job
- Complaints HandlingProven techniques for resolving complaints
- Handling Difficult CustomersDe-escalation for frustrated customers
- Active ListeningMicro-learning: five practical tips
- Customer Service TipsMicro-learning: the C.A.R.P. technique
- How to Say No Nicely to CustomersMicro-learning: say no without losing rapport
Communication and leadership (6 courses)Included
Communication and leadership (6 courses)Members
- Communication SkillsThe core elements of clear communication
- Being a New LeaderLeadership styles and leading former peers
- Being AssertiveWhat assertiveness is, and how to build it
- Introduction to SellingThe building blocks of a good sales conversation
- Handling Sales ObjectionsMicro-learning: turn a no into a yes
- Using Effective Prompts for AIGet better answers from AI tools
CX and operations (3 courses)Members
- Customer ExperienceWhat a great experience is, and how to deliver it
- Customer RetentionStrategies for keeping customers
- Workforce Management & Data AnalyticsWFM systems and real-time statistics
Wellbeing and culture (5 courses)Included
Wellbeing and culture (5 courses)Members
- Managing StressThe stress response and how to manage it
- Health & WellnessA better work/life balance
- Calming Anxiety in the MomentMicro-learning: four quick techniques
- Cultural AwarenessHow culture shapes the way we see the world
- Diversity, Equity and InclusionThree connected concepts, explained
CX Skills self-paced pathways (9 pathways)25% off for members25% off
Video-based pathways from CX Skills, each with a certificate. Anyone can buy them; ACXPA members save 25%.
Customer Service PathwayService excellence, step by stepContact Centre Agent PathwayEssential skills for contact centre successHandling Challenging Customers PathwayDifficult customers, handled with confidenceSales Skills PathwayPersuasion and closing skillsReception Customer Service PathwayProfessional first-contact serviceRequests For Service PathwayHandling service requests efficientlyStress & Resilience PathwayManaging workplace stressNew Leader PathwayLeadership, coaching and decision-makingCoaching Skills PathwayMentor, guide and motivate your teamBrowse all self-paced pathways →The full CX Skills library, with certificatesTest what you know
Short industry quizzes on contact centre, CX and customer service topics. Open to everyone.
Need expert-led training?
, need expert-led training?
🏷️ ACXPA members save 25%
🎉 Your 25% member discount is ready
Live, expert-led courses from CX Skills. Book a single ticket for a public course, or run it in-house for your team.
Anyone can book. ACXPA members save 25% on every public course and the self-paced library.
Book through the links here while you are signed in and the 25% comes off at checkout.
- Customer servicePhone, email, frontline and technical support
- Contact centreTeam leader, coaching, quality and operations
- Customer experienceJourney mapping, strategy and CX fundamentals
- SalesSales fundamentals, retention and objections
- Culture and leadershipWorkplace culture, new leaders, team development
- Workforce optimisationWFM, forecasting, scheduling and analytics
Live Upcoming Public Courses
Buy a single ticket, or book several for your team.
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