Key stats, KPIs, benchmarking data and more in the free 2024 Australian Contact Centre Industry Best Practice Report - the largest in Australia.
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?
Latest Articles
How Workforce Planning Drives a Better Customer Experience
Discover how Workforce Planning goes beyond scheduling to create a people-first approach that drives exceptional customer experiences in contact centres.Read article »
How to Set KPIs for Call Centre Team Leaders
How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips.Read article »
Latest Podcast
What is CX Maturity?
Learn why having a mature CX strategy matters, what a CX maturity curve is, and the three core drivers of CX maturity (and why the order is important!).Listen now »
Latest Glossary Terms
Overflow Calls
Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.Read More »
Employee Pulse Checks
Employee pulse checks are short, frequent surveys that measure employees' sentiments, engagement levels, and overall workplace experience.Read More »
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