For over 30 years, with ACXPA, CX Skills, my own company Five Degrees and others such as Telstra, ANZ and Global Reviews, I've been developing and executing continuous improvement, training and measurement programs for those at the front line of Australian sales and customer service. In that time I've personally assessed in excess of 50,000 calls and taught 1000s of staff, so I know definitively what works and also what doesn’t. I don't teach theory, I teach what works.I am the General Manager, Quality Insights, for the Australian Customer Experience Professionals Association (ACXPA), responsible for the monthly Australian Contact Centre Quality Insights report, the Customer Service Benchmarking service and the fixed-price Contact Centre CX Benchmarking service.I am the co-creator of ACXPA's Australian Contact Centre Quality Framework – the ‘bible’ that helps companies deliver premium levels of customer service and sales in Australia.Using my extensive industry knowledge and insights, I have continually tweaked, evolved and optimised my training and assessment programs to ensure employees are empowered with the right skills to have consistently high-quality conversations that deliver results for them, their business and their customer.Through my company Five Degrees and in partnership with CX Skills & ACXPA my range of sales and customer service training courses have averaged a customer review rating of 4.9/5.0I welcome your connection and any enquiries into how I can assist with your contact centre assessment, mystery shopping, training & coaching needs.Simon0407002113