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
Calls Per Hour (CPH)
Calls per hour (CPH) is the number of calls a contact centre agent handles per hour — a simple but widely misused measure of agent productivity.Read More »Service Level
Service Level is the percentage of customer contacts answered within a defined time threshold — a key performance standard across all contact centre channels.Read More »
Upcoming Courses & Events
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April 2026 Frontline Customer Service Essentials
The April 2026 Frontline Customer Service Essentials course teaches premium customer service skills specifically for face-to-face/in-person service....View event > -
April 2026 Frontline Customer Service Foundations
Join the April 2026 Frontline Customer Service Foundations course to master premium customer service skills for all face-to-face interactions where customer service...View event > -
April 2026 Real-Time WFM for Contact Centre Analysts
The April 2026 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role...View event > -
April 2026 Collections Foundations
Learn proven skills to manage payment conversations, disputes and debt recovery with professionalism and empathy in this 2 × 3-hour April 2026 online course —...View event > -
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 >
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