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Articles - Occupancy

Discover our range of materials on managing occupancy in contact centres, to ensure optimal staffing and productivity levels.

Video Image: Top Tips to Optimize Occupancy and Utilization

Top Tips to Optimize Occupancy and Utilization

occupancy pie chart

What Is Occupancy?

Blue background with numbers

What Is the Right Figure for Contact Centre Occupancy?

Call and Contact Centre Questions: How to Calculate Occupancy On Back Office

How to Calculate Occupancy On Back Office

Call and Contact Centre Questions: Difference Between Occupancy and Utilization

Difference Between Occupancy and Utilization

circled date on calendar

How Can I Calculate Agent Availability %?

Time and calendar concept

How Do You Calculate Chat Occupancy?

relationship with occupancy

Relationship of Shrinkage and Phone Occupancy

Video Image: Maximum Occupancy – The Most Common Resource Planning Mistake

Maximum Occupancy – The Most Common Resource Planning Mistake

Person looking confused holding abacus

How to Calculate Staffing in a Contact Centre

Why Should Your Occupancy Rate NOT Exceed 85%?

What Is the Difference Between Occupancy and Utilisation?

How to Calculate Productivity in the Contact Centre

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?

Person using a calculator with the words calculate contact centre occupancy

How to Calculate Occupancy in the Contact Centre

A black calculator with pen on solid blue background with the erlang c formula

Erlang C Formula – Made Simple With an Easy Worked Example

The Best KPIs to Use in Your Call Centre

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

Image for erlang staffing calculator with screenshots of inputs and outputs

Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner

kpi definition

What is a Key Performance Indicator (KPI)?

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

blender fruit

What is a Blended Agent?

14 Ideas for Your Team Incentive Programmes

available

What is Available Time?

AnywhereNow Customer Heard Agent Empowered Box

Editor's Pick

Thumbnail 7 Things Creative Team Leaders Do Better Than the Rest

7 Things Creative Team Leaders Do Better Than the Rest

Thumbnail How to Make Team Huddles More Engaging

How to Make Team Huddles More Engaging

Thumbnail 10 Quick Wins for Cheering Up Your Agents

10 Quick Wins for Cheering Up Your Agents

Thumbnail What Are Intelligent Contact Centres Doing Right Now?

What Are Intelligent Contact Centres Doing Right Now?

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