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.
You started on the phones. Worked your way up through team leader to manager. You've probably only worked in one or two contact centres, which means you've learned how those operations ran — but you don't know what you don't know about how other centres do things better. ACXPA exists to fill that gap. We bring you global best-practice frameworks, proven strategies, and specialized tools that help you run a smarter operation — from WFM calculators that make complex staffing simple to navigating AI, improving quality, and connecting with other managers who've faced the same challenges. Quick definitions for every metric, KPI, and WFM term you need to know. Strategic insights, operational best practices, and leadership guidance from experienced contact centre managers. Build your strategic and operational skills with expert-led training designed for contact centre managers. Real discussions with industry experts on operations, WFM, leadership, and performance — second Wednesday each month at 11am. Most contact centre managers started on the phones and worked their way up. You learned how your centre operates, you know your team, and you've figured out what works in your environment. But unless you've worked across multiple organisations or industries, you're only seeing one way of running a contact centre — and you don't know what you don't know about how other operations achieve better results with smarter frameworks. ACXPA gives you access to global best practices, proven tools, and a community of experienced managers. From WFM calculators that simplify complex staffing decisions to strategies for improving efficiency, navigating AI adoption, and elevating service quality, these resources are built specifically for contact centre managers who want to run world-class operations. Make complex WFM decisions simple with calculators that model staffing scenarios, measure turnover impact, and benchmark your operation against industry standards. Equip your teams with ready-to-deliver training materials and build your own management skills through expert-led courses designed for contact centre leaders. Measure and communicate the business value your contact centre delivers with calculators that quantify customer lifetime value and satisfaction. Connect with experienced managers, learn from industry experts, and access peer support from professionals who understand the unique challenges of running a contact centre. Browse free calculators, attend roundtables, read articles, and explore what ACXPA offers managers — no membership required. Want to understand the role better? Check out our Manager glossary page. Get full access to facilitator guides, advanced calculators, 15 self-paced courses, private networking with experienced managers, and the complete ACXPA resource library. From building high-performing teams and managing complex WFM scenarios to navigating AI adoption and reporting results to senior leadership, our article library covers the strategic and operational challenges contact centre managers face. Written by experienced industry leaders — practical insights that help you run a smarter operation and advance your career. Discover how call centres can use AI in recruitment. Explore pros, cons, risks, and practical examples with AI prompts to improve hiring outcomes. Learn how identifying AHT outliers helps contact centre leaders cut through data noise, improve coaching, and prioritise performance actions with clarity. Discover the benefits of real-time management automation in the call centre to improve efficiency and the customer experience. Leading managers is a new challenge. Build trust, drive strategy, and inspire impact with these proven tips to succeed as a true leader of managers. How to set the right KPIs for Call Centre Team Leaders to drive success in your business with examples, stats and best-practice tips. This article explores the symbiotic relationship between digital platforms and contact centres for improving customer service and operational efficiency. Handling overflow calls in a call centre environment can be tricky, so we reveal best practice industry tips on how to manage them for your business. Discover everything you need to know about call centre hold music including best practices, the psychology of what customers like, music selection and more! The true cost to replace a contact centre agent in Australia, tips on how to reduce it and a calculator you can download to work out your own cost. A list of the 10 most popular call centre metrics including industry standards & benchmarking data, examples and calculations. Ten powerful ideas to enhance employee engagement in a contact centre that are easy to implement and won't cost you a fortune!
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