The Q1 2026 Car Insurers Call Centre Rankings report will be published late April 2026.
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Latest Articles
Erlang C Isn’t Broken — But Your Workforce Planning Might Be
Erlang C still has a place in contact centre workforce planning, but it was built for a simpler world. This article explores where it still works, where it breaks down, and what leading contact centres are using instead.Read article »
Using AI in Recruitment for Call Centres
Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes.Read article »
Latest Glossary Terms
Customer Retention Rate
Customer retention rate is the percentage of customers kept over a period — the mirror of churn, and the scorecard investors and boards rely on.Read More »
Customer Churn Rate
Customer churn rate is the percentage of customers or revenue lost over a period — and the most commonly misquoted metric in retention.Read More »
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April 2026 Retention Foundations
Learn customer-first skills to handle cancellations with empathy and confidence in this 2 × 3-hour April 2026 Customer Retention online course — designed for...View event > -
May 2026 How to Be a Great Call Centre Team Leader
The May 2026 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders....View event > -
May 2026 Inbound Phone Sales Foundations
The May 2026 Inbound Phone Sales Foundations training course teaches premium sales skills to improve conversions on inbound phone calls, delivered via 2 x 3-hour...View event > -
CX Roundtable May 2026
The ACXPA May 2026 Live CX Roundtable is a free monthly, expert-led online discussion featuring a rotating panel and a fast-paced, structured format. Each...View event > -
May 2026 CX for Call Centre Team Leaders
Live online CX training for Team Leaders in May 2026. Learn CX architecture, journeys, VOC, CX strategy and metrics, and how to apply them in your...View event >
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