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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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