Contact Centre Optimisation Consulting
Fix what’s broken. Unlock what’s possible.
And finally get your contact centre firing on all cylinders.
Why Contact Centre Optimisation Matters
Whether you run a 5-seat operation or a large multi-site centre, contact centre optimisation delivers measurable results. Smaller centres often face even greater complexity — with leaner teams, limited resources, and less margin for error.
Your contact centre is often the front line of your customer experience — and when it underperforms, everything suffers. The data from across Australia tells a clear story:
70% of inbound customer contact in Australia still comes through the phone.
(ANZ Contact Centre Decision-Makers’ Guide)
46% of Australians say first contact resolution is the #1 factor impacting CX.
(ANZ Contact Centre Decision-Makers’ Guide)
75% of customers say businesses need to improve agent training.
(Zendesk CX Trends)
45% of customers say chatbots don’t give accurate answers.
(Zendesk CX Trends)
80% of Australians prefer to resolve complex issues by phone.
(The State of CX in Australia)
81% of CX pros say AI will help — but 32% want proof before adopting.
(Qualtrics AI CX Report)
These aren’t just stats — they’re symptoms of what happens when your contact centre isn’t set up for success. Contact centre optimisation helps you fix what’s broken and unlock what’s possible.
For more insights, check out the ACXPA Customer Experience Statistics.
Where I Typically Focus
Every contact centre is different — but inefficiencies tend to hide in similar places. These are the areas I most commonly assess and optimise:
Strategy
Quick wins and long-term roadmaps that make sense.
Reporting & KPIs
Metrics that matter — and insight you can act on.
Knowledge Management
Helping agents access the right answers at the right time.
Processes
Removing legacy bloat. Rebuilding what matters.
People
Coaching, WFM, performance — aligned to reality.
Technology
Tools that help, not hinder. From AI to cloud contact centres.
Not sure where to start? The Contact Centre Health Check is a great first step to quickly surface your biggest opportunities.
What You Can Expect
With over 30 years of experience in the contact centre industry, I know what good looks like — and how to get there faster.
I take a no-fluff, evidence-based approach — giving you practical insight and clear direction on what to do next.
More Tools to Optimise Your Contact Centre
If you’re not ready for a consulting engagement — or just want to explore what’s possible — ACXPA is packed with practical, vendor-free resources to help you optimise performance and reduce cost-to-serve.
- Access our WFM Hub for forecasting, scheduling and performance tools
- Benchmark yourself using the Call Centre Rankings based on real performance data
- Upskill your team with industry-leading training courses for frontline, leaders and support roles
- Watch expert-led Contact Centre Roundtables packed with ideas and advice
- Explore our growing Video Library of how-to guides and best practice tips
- Browse the comprehensive Glossary of contact centre terms and metrics
- Join private member groups to connect, collaborate and share solutions
Whether you’re running five seats or five hundred, ACXPA has the tools, support and community to help you build a better contact centre.