The Leading Contact Centre Magazine

Articles about Occupancy

What Is the Difference Between Occupancy and Utilisation?

16,125

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Contact Centre Jargon and Terminologies

219,418

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How to Calculate Productivity in the Contact Centre

17,735

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What Are the Industry Standards for Call Centre Metrics?

43,711

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How to Calculate Occupancy

87,475

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The Erlang C Formula

Erlang C Formula – Made Simple With an Easy Worked Example

90,714

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The Best KPIs to Use in Your Call Centre

219,591

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

4,441

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

111,707

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

85,367

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Key Performance Indicator (KPI)

1,826

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

5,101

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3,068

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14 Ideas for Your Team Incentive Programmes

17,573

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8,383

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What’s Next With… Forecasting Technology?

2,897

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36 Ways to Boost Contact Centre Productivity

9,690

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30 Strategies for Improving Agent Productivity

44,923

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Should agents be allowed to read between calls?

4,524

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Recorded Webinar: The Power of One in Call Centre Staffing

6,535

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