The Leading Contact Centre Magazine

Articles about Occupancy

Why Should Your Occupancy Rate NOT Exceed 85%?

1,484

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What Is the Difference Between Occupancy and Utilisation?

27,471

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Contact Centre Jargon and Terminologies

246,056

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How to Calculate Productivity in the Contact Centre

27,143

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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?

66,648

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How to Calculate Occupancy

116,288

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The Erlang C Formula

Erlang C Formula – Made Simple With an Easy Worked Example

131,186

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The Best KPIs to Use in Your Call Centre

226,104

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10 Things You Need When Calculating How Many Contact Centre Advisors You Need

6,376

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Call Centre Erlang Staffing Calculator – v 4.2 – With Abandons and Day Planner

121,670

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How to Work Out How Many Staff You Need in a Contact Centre

121,754

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Key Performance Indicator (KPI)

2,086

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How Do I… Manage and Schedule Multi-Skilled Agents?

6,047

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3,901

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14 Ideas for Your Team Incentive Programmes

19,648

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10,543

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What’s Next With… Forecasting Technology?

3,216

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36 Ways to Boost Contact Centre Productivity

10,238

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30 Strategies for Improving Agent Productivity

49,679

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Should agents be allowed to read between calls?

4,774

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