Articles with 'IQPC'

July 27, 2026

2017 Government Contact Centre Summit – Key Learnings

September 13, 2017 Last Updated: November 25, 2019
Justin Tippett

We’ve collated all the key learnings from the 2017 Government Contact Centre Summit into one handy article so you can quickly digest how Government is changing the CX to cater for the customers expectations of today.

False economies of a Customer Retention Strategy

February 6, 2017 Last Updated: June 21, 2021

Customer Retention is a tactic widely used by companies across the globe but is it just a false economy that actually creates disloyalty with customers?
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!