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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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Service Level Vs Occupancy following on from the SL Benchmarking post; I would be interested to hear what peoples Occupa..
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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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Service Level Vs Abandonment Rates I’m in a Contact Centre handling on average 3000 calls a day made up of around ..
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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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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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If you’ve ever started a new job, you’ve likely gone through some form of a training program. These programs vary in..
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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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We explore the differences between word spotting, phonetic search and speech recognition. Functionality A customer defin..
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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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Daniel Yin of RingCentral introduces us to the various forms of artificial intelligence (AI) that you can implement with..
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Hervé Leroux of Odigo discusses the difference between customer service and customer experience and how both make or br..
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Lídia Dias at Talkdesk digs into the fundamental differences between customer experience and customer service. Customer..
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