The Q2 2026 Australian Councils Call Centre Rankings report will be published late July 2026.
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Latest Articles
Customer Service Best Practices for Medical & Health Practices
Discover 30 customer service best practices for medical practices — from essential phone and reception standards through to what the leading patient-centric practices are doing right now. Free checklist included.Read article »
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 »
Latest Glossary Terms
Employee Experience
Employee experience is the deliberately-designed sum of every interaction an employee has with an organisation — not engagement, not perks.Read More »
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 »
Upcoming Courses & Events
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May 2026 Customer Journey Mapping
Gain all the skills, tools and support you need to start Customer Journey Mapping in the May 2026 Customer Journey Mapping training...View event > -
May 2026 Public Sector Essentials
The May 2026 Public Sector Customer Service Essentials course improves phone, email and in-person skills via a 3-hour live online course....View event > -
May 2026 Public Sector Foundations
The May 2026 Public Sector Customer Service Foundations course improves phone, email and in-person skills via 2 x 3-hour live online...View event > -
May 2026 QA Frameworks for Contact Centres
Learn how to design, build, implement and optimise a Quality Framework for Contact Centres May 2026 course to improve efficiency, compliance and the quality...View event > -
May 2026 Customer Service Phone Essentials
The May 2026 Customer Service Phone Essentials course is a 3-hour online course designed to teach premium customer service skills for phone-based...View event >
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