Comments on: A beginner’s guide to adherence management http://www.callcentrehelper.com/a-beginners-guide-to-adherence-management-9164.htm The UK's most popular call centre magazine Fri, 10 Feb 2012 18:45:46 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Dave Appleby http://www.callcentrehelper.com/a-beginners-guide-to-adherence-management-9164.htm/comment-page-1#comment-29126 Dave Appleby Wed, 17 Mar 2010 18:24:18 +0000 http://www.callcentrehelper.com/?p=9164#comment-29126 Horses for courses, different terms for the same thing. Seat productivity is another. It's actual time an agent is productive OR the time a seat is productive (if hot desking) during opening hours. Now this may not directly relate to any call handling metrics at all, especially if there are back office or white - e-mail functions associated with the role. An agent is also 'productive' if you have them off the phone for coaching or training, however, in these cases their seat isn't. Hope it helps.. DaveA Horses for courses, different terms for the same thing. Seat productivity is another. It’s actual time an agent is productive OR the time a seat is productive (if hot desking) during opening hours. Now this may not directly relate to any call handling metrics at all, especially if there are back office or white – e-mail functions associated with the role. An agent is also ‘productive’ if you have them off the phone for coaching or training, however, in these cases their seat isn’t.

Hope it helps..
DaveA

]]> By: Connie http://www.callcentrehelper.com/a-beginners-guide-to-adherence-management-9164.htm/comment-page-1#comment-29114 Connie Mon, 15 Mar 2010 03:34:07 +0000 http://www.callcentrehelper.com/?p=9164#comment-29114 What's the different between occupancy rate and utilization rate; and how they reflect on agent's productivity? What’s the different between occupancy rate and utilization rate; and how they reflect on agent’s productivity?

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