Search Results for - Ocupancy

Person using a calculator with the words calculate contact centre occupancy
How to Calculate Occupancy in the Contact Centre
In this article we look at how to measure and calculate occupancy in the contact ..
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What Is the Difference Between Occupancy and Utilisation?
In this article we discuss the different between occupancy and utilisation, disc ..
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Why Should Your Occupancy Rate NOT Exceed 85%?
Allowing occupancy rates to go above 85% is a big mistake that many contact cent ..
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Occupancy in Contact Centres: Definition, Impact and Management
Charles Watson introduces us to occupancy and how the metric is used in contact ..
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What Is the Right Figure for Contact Centre Occupancy?
We were recently asked… “Call Centre Helper and other online resources a ..
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Erlang Calculator v6 Featured Image
Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy
Erlang C Calculator – Free Excel Spreadsheet that calculates the number of sta ..
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How to Work Out How Many Staff You Need in a Contact Centre
In this article we discuss how to calculate how many call centre agents you need ..
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Difference Between Occupancy and Utilization
Difference Between Occupancy and Utilization What is Difference between agents O ..
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Contact Centre Occupancy and Utilization video cover with Ray Agar
Top Tips to Optimize Occupancy and Utilization
In this video Ray Agar, Solutions Consultant at injixo, explains the differences ..
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An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow
What Are the Industry Standards for Call Centre Metrics?
In this article, we specify some of the industry standards for key metrics, whil ..
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A picture of the WFM concept with wooden blocks
Workforce Management Guide
This is a guide for workforce management in the call centre including WFM softwa ..
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jargon definition
Contact Centre Jargon and Terminologies
Call centres are littered with distinct vocabulary, abbreviations, and acronyms, ..
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Woman using a calculator, making calculations and checking business statistics
How to Calculate Utilisation
In this article, we look at how to measure and calculate utilisation in the cont ..
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A black calculator with pen on solid blue background with the erlang c formula
Erlang C Formula – Made Simple With an Easy Worked Example
The Erlang C formula is quite complex to look at, but can be straightforward to ..
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Service Level Vs Occupancy
Service Level Vs Occupancy following on from the SL Benchmarking post; I would b ..
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relationship with occupancy
Relationship of Shrinkage and Phone Occupancy
Relationship of Shrinkage and Phone Occupancy Could someone tell me the relation ..
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Missing Doll in the Role of Team
Staffing – FTE Required
Staffing – FTE Required We are into Help Desk – Technical Support, I ..
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target
Call Centre Agent Performance Targets
Call Centre Agent Performance Targets Hi there, I’m looking to build a fac ..
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How to Calculate Productivity in the Contact Centre
In this article, we look at call centre productivity and how to calculate produc ..
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FTE Calculations
FTE Calculations
FTEs in a Call Centre I’m required to calculate the number of FTEs in a Ca ..
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Resource Utilization
Utilization Calculation
Utilization Calculation I’m pretty positive that my client’s utilisa ..
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Time and calendar concept
How Do You Calculate Chat Occupancy?
Chat Occupancy Hi guys, I was wondering, How do you calculate the occupancy for ..
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Concept of Schedule Adherence
How do I Calculate… Schedule Adherence?
In this article we are going to look at the importance of schedule adherence in ..
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occupancy pie chart
What Is Occupancy?
Occupancy is the percentage of time that advisors take on call-related activity ..
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A red paper plane is surrounded by yellow paper planes
Which KPIs Do I Need for Contact Centre WFM?
We compile a set of key performance indicators (KPIs) for contact centre workfor ..
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10 Things You Need When Calculating How Many Contact Centre Advisors You Need
Here are ten things that you need to be aware of when scheduling staff, but may ..
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Staffing Calculations for Emails
Staffing Calculator for Email Queues
Is Erlang Suitable to Estimate Agents for Email Queues? Hello Is Erlang suitable ..
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The Forecast Accuracy Formula
How to Calculate Forecast Accuracy
In this article we look at how to measure the accuracy of forecasts. One of the ..
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Call Centre Erlang Staffing Calculator – v 4.2 – With Abandons and Day Planner
Adapted from our Excel Erlang C Calculator, our Online Call Centre Staffing Calc ..
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32 Call Centre KPIs That You Need to Track (And Why!)
Our panel of experts share their favourite contact centre metrics and key perfor ..
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FTE Calculation
FTE Calculation Question
FTE hours requirements I have seen FTE hours requirements calculated two differe ..
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17 New Ways to Improve Schedule Adherence in the Contact Centre
Our panel of experts recommend their favourite methods for improving schedule ad ..
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chat messages
Proactive Chat Staffing Calculation
Tips/advice on how to calculate staffing for proactive chat I am looking for any ..
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Calculate concept with person using a calculator
How to Calculate Your Cost Per Inbound Call
We explore what the current cost per call benchmark is, the benefits of understa ..
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circled date on calendar
Calculating Agent Availability %
Looking for some clarity around how to calculate the % of time an inbound agent ..
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The Best KPIs to Use in Your Call Centre
Looks at the best practices in Key Performance Indicators KPIs and metrics to us ..
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Person writing an using phone
Backoffice FTE Calculation
Backoffice FTE Calculation Can someone help me to calculate FTE for a Backoffice ..
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Meme Showing a Man Laughing when a University Graduate says that they will only be working on the call centre for a few months
32 Call Centre Memes
We share a set of call centre memes for advisors and managers that might just be ..
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Workforce Planning: 20 Fundamental Rules
We introduce you to the fundamentals of workforce planning, before setting out 2 ..
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Agent Login Productivity
Agent Login Productivity Hi I have just been trying to use the agent login produ ..
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Team of people working at a contact centre
Top 10 Ideas to Boost Contact Centre Efficiency
Focusing on efficiency is vital in a contact centre, as getting it right can lea ..
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30 Tips on How to Improve Contact Centre Productivity
Are you running a productive and efficient contact centre, or is there room for ..
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Acronym FTE or Full Time Equivalent. Text on wooden cubes.
Required FTE Calculation (Non-Voice)
Required FTE Calculation (Non-Voice) Hi, Can someone help me please. I’m t ..
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available
What is Available Time?
What is Available Time? Definition: Also known as idle time, available time is t ..
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Measure and improve concept with graph and tape
WFM Metrics: How to Measure and Improve Performance
Rohit Rakkar at Playvox takes a look at call centre workforce management metrics ..
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