ACXPA helps Australian businesses to elevate their customer experiences via voice, digital and in-person channels by empowering their employees with the skills, industry insights and professional support networks they need to succeed.https://acxpa.com.au/about-acxpa/

CX Consult is a specialist contact centre and customer experience consulting business providing a range services including health checks/audits, technology upgrades, strategy, optimisation and more.Visit the website to learn more https://cxconsult.com.au/

CX Skills is a specialist training company focussing on contact centres, customer experience and customer service. What sets CX Skills apart is that all courses are designed and delivered by experts in the field with real-world experience, not by someone just reading of Powerpoint slides.Since launching in 2018, we've trained over 100 companies from small businesses to large corporates and the public sector and with an average customer review score of 4.9/5.0 across all our courses and a Google Review score of 5/5!Some of our courses include:✅ 󠀠󠀠‎‎ Customer Service Phone skills (short 3 hour courses through to advanced courses)✅ 󠀠 Phone Sales (inbound or outbound)✅  Email customer service✅  Live chat customer service✅  Managing Difficult Customers✅  Introduction to Contact Centre Management✅  Contact Centre Management Fundamentals✅  Quality Assurance for Contact Centres✅  Introduction to Customer Experience (CX)✅  Customer Experience Management Fundamentals (Also serves as CCXP Exam Preparation)✅  How to Manage & Leader contact centre agents✅  How to Monitor & Coach contact centre agents✅  How to Create Amazing Contact Centre Team Leaders✅  Building Culture and Leading a Team✅  Back Office Optimisation✅  Workforce Management for Team Leaders✅  Stress Management for Frontline employees✅  Workplace Resilience for Frontline employeesAll courses are available publicly (meaning you can send as few as one person) with fixed dates and times so you can plan ahead or privately, where the course is delivered just for your employees and you have more flexibility with the dates, times and duration of the course.The majority of the courses are delivered online (via Zoom) although onsite is slowly becoming an option again in some locations. You'll find all the upcoming courses available on our website at cxskills.com.au

CX Central was launched in 2011 to provide vendor-agnostic resources to help people learn more about the contact centre and customer service industry and to help showcase the amazing career opportunities the industry offers. Until then, the majority of the content that was available was either vendor content (trying to push their agenda) or it was locked down so you had to leave your details to be able to access it, used as a lead generation source for vendors.CX Central has now grown into Australia's leading source of articles and resources for contact centre and customer experience (CX) professionals with hundreds of expert articles and tips, an industry events calendar, an industry business directory and a range of free tools that is now visited by over 10,000 unique visitors every single month. Visit: https://cxcentral.com.au/ or for the supplier directory visit https://cxdirectory.com.au/

CallActive offered a range of outsourcing options including traditional contact centre services (e.g. inbound and outbound calls across service and sales) as well as more emerging trends such as Social Media Management and Back Office functions with 1,500 seats across two locations in Australia & New Zealand. I initially started at CallActive in Jan 2012 as the Head of Business Development for Asia/Pacific and was then promoted to Chief Commercial Officer and then ultimately the CEO in April 2015.Key Achievements: - Lead our expansion into the New Zealand market including site acquisition, fit-out, operating processes and securing foundation clients in a new market.- Awarded the best Outsourced contact centre in Australia winning the 2014 Auscontact Association's Australian Outsourcer of the Year- Lead our entry into Digital Marketing to increase lead generation including website, video and Social Media strategies that helped secure over 14 new customer contracts in a competitive market across multiple industry and service verticals.

Kamco (Keane Australia Micropayment Consortium) was awarded the contract to design, build and implement Victoria's public transport ticketing system, myki. (note KAMCO is now NTT Data)I was engaged to help design and execute the customer strategy across multiple stakeholders including state government, outsourced providers and our own internal departments. All customer channels were in my remit including phone, retail, internet, mail and forms with key functions including sales, complaints management, general enquiries, help desk, stock fulfilment, web development & account management.It was a complex, challenging and exciting project - at the time myki was the world's biggest ticketing system and it's fair to say it had a range of technical, strategic and stakeholder challenges to name just a few.In addition to a range of systems, processes, budget and strategic decisions, I was accountable for our internal contact centre for escalations and technical support, an outsourced call centre provider with over 300 dedicated seats, an outsourced help desk, outsourced forms processing & scanning provider and various internal roles.

After successfully gaining approval for the business case I wrote to consolidate our 6 state-based contact centres, the project was approved in 2009 and I was appointed to the role of Project Director, Contact Centre Optimisation to lead the implementation. As Project Director I lead a multi disciplinary team to deliver a complex and diverse implementation program. The project involved:- The closure of four contact centres, and the amalgamation of two centres based in Melbourne & Brisbane.- The acquisition, design and fit out of a new Melbourne facility. - The introduction of a range of new technology platforms including CRM tools, Knowledge Management Tools, Telephony Platforms and Speech Gateways. - Successfully developing and executing a communication strategy that minimised staff, media and union activity to ensure there was no customer impact. - Developing a transition strategy to minimise the risk to the business operations while maximising the assistance and cultural support to affected employees through a program of effective change management.

Having successfully managed the Victorian call centre, I was given the opportunity to take over from the National Complaints Manager who at the time, occupied the only National role that took a holistic view of our six state-based contact centres. With each of our state-based call centres under state management and with no centralised approach, it was clear (to me!) that there was high inefficiencies (there was no overflow and each state had their own technology platforms) and inconsistent customer experiences (different IVR menus, different processes). Whilst centralisation was an obvious solution, it was not common practice in Australia Post at the time and the idea was met with high resistance. With differing KPI's, processes, structures etc the first priority was to align six independent state based contact centres into a national framework through:- The calibration of Key Performance Indicators across multiple centres and skills coupled with the introduction of a ‘Balanced Scorecard’ methodology to drive customer service standards.- Leading the design and implementation of a range of operating principles, processes and structure including call handling guidelines, quality monitoring programs, complaints management processes and issue-escalation protocols.- Leading development and implementation of industry best practice Customer Satisfaction and Mystery Shopping programs designed to provide genuine improvement opportunities for staff and the broader business.- Facilitation of state teams generating and evaluating business improvement ideas aimed at achieving best-in-class standards.This foundation lead to the ability to be able to develop a business case with sufficient evidence-based data to ultimately demonstrate the ROI on a centralised model.

Key achievements including:• Built and maintained a high performing and balanced team resulting in being awarded Finalist in the ATA/Auscontact Association ‘Contact Centre of the Year’ award for three consecutive years • Winning the internal National Excellence Awards for ‘Best Contact Centre’ on multiple occasions competing against seven internal contact centres• Successfully mentored and coached managers at all levels resulting in the implementation of a succession plan to recruit the new Victorian contact centre manager. • Developed an industry leading performance management tool that was later sold and introduced into other contact centres.

I lead a team of 14 incredible agents that together, were consistently the highest performing team in Australia Post's very first contact centre.As a brand new centre, there was a lot of work done on establishing processes, KPIs, quality measures etc in addition to the Team Leader responsibilities of coaching my team to be their best.

Was selected to be part of a pilot program to commence telephone account management for Australia Post's business customers (instead of having a face to face manager). Consistently achieved the top sales results and contributed to the overall success of the program that was ultimately expanded across Australia Post.

Was lucky enough to get the first customer service role at the Clayton Parcel Centre (now closed) to handle customer enquiries over the phone and in-person. Responsibilities also included managing the local dead letter office (where all the broken parcels end up and I try and find their home).

Worked in various roles whilst I was studying including sorting and delivering parcels.