The Leading Contact Centre Magazine

Articles about Occupancy

The Top Stories of 2018

858

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What Is the Difference Between Occupancy and Utilisation?

5,643

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Contact Centre Jargon and Terminologies

193,428

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How to Calculate Productivity in the Contact Centre

9,801

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What Are the Industry Standards for Call Centre Metrics?

25,810

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How to Calculate Occupancy

56,450

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The Erlang C Formula

Erlang C Formula – Made Simple With an Easy Worked Example

57,111

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The Best KPIs to Use in Your Call Centre

212,846

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

3,036

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

100,290

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

59,536

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Key Performance Indicator (KPI)

1,370

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

3,825

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2,275

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14 Ideas for Your Team Incentive Programmes

14,311

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6,319

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What’s Next With… Forecasting Technology?

2,460

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36 Ways to Boost Contact Centre Productivity

9,082

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30 Strategies for Improving Agent Productivity

40,434

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Should agents be allowed to read between calls?

4,249

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