The Leading Contact Centre Magazine

Articles about Occupancy

The Top Stories of 2018

821

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What Is the Difference Between Occupancy and Utilisation?

7,910

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Contact Centre Jargon and Terminologies

198,776

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How to Calculate Productivity in the Contact Centre

11,676

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What Are the Industry Standards for Call Centre Metrics?

30,422

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How to Calculate Occupancy

64,523

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The Erlang C Formula

Erlang C Formula – Made Simple With an Easy Worked Example

64,831

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The Best KPIs to Use in Your Call Centre

214,429

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

3,322

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

103,295

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

65,184

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Key Performance Indicator (KPI)

1,473

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

4,145

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2,467

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14 Ideas for Your Team Incentive Programmes

15,050

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6,795

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What’s Next With… Forecasting Technology?

2,531

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36 Ways to Boost Contact Centre Productivity

9,189

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30 Strategies for Improving Agent Productivity

41,409

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Should agents be allowed to read between calls?

4,314

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