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Erlang C Calculator – Free Excel Spreadsheet that calculates the number of staff required in a contact centre. Very ac..
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In this article we look at how to measure and calculate occupancy in the contact centre. We give you the occupancy formu..
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In this article we discuss the different between occupancy and utilisation, discussing how to calculate both, using occu..
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Difference Between Occupancy and Utilization What is Difference between agents Occupancy and Utilization and what is for..
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In this video Ray Agar, Solutions Consultant at injixo, explains the differences between occupancy and utilization, and ..
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Occupancy is the percentage of time that advisors take on call-related activity compared to the logged-in time. ‘Call-..
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Allowing occupancy rates to go above 85% is a big mistake that many contact centres still make. But why can it be such a..
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Service Level Vs Occupancy following on from the SL Benchmarking post; I would be interested to hear what peoples Occupa..
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Charles Watson introduces us to occupancy and how the metric is used in contact centre workforce management (WFM). Occup..
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Chat Occupancy Hi guys, I was wondering, How do you calculate the occupancy for a chat project? Question asked by David ..
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Relationship of Shrinkage and Phone Occupancy Could someone tell me the relationship of shrinkage and phone occupancy. L..
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We were recently asked… “Call Centre Helper and other online resources all point to 85%-90% occupancy as being t..
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How to Calculate Occupancy On Back Office Hello, Is there a way to measure occupancy in a back office? My team interacts..
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Jonty Pearce, Editor of Call Centre Helper, explains how maximum occupancy is the most common resource planning mistake ..
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Spearline’s Heather Scrooby explains how phone number testing is arguably one of the most important aspects to ens..
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Matthew Lawlor of Spearline discusses the benefits of ensuring high audio quality from your worldwide toll and toll-free..
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Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, ..
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Heather Scrooby at Spearline provides the beginner’s guide to VoIP voice quality testing. What Is VoIP? Voice over Int..
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Nazima Rayani at Cyara explains why toll-free number testing doesn’t have to be a drag. There’s a Better Way To ..
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What Is It and How Do You Test It? Interactive voice response, or IVR, is an automated enterprise telephony system that ..
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