Articles - Occupancy
Occupancy is a key contact centre metric that shows how efficiently time is being used. This hub of expert insights, data examples, and management techniques explains how to measure, interpret, and improve occupancy rates across your operation. Learn how to find the right balance between productivity and advisor wellbeing, and how occupancy connects to other factors like shrinkage, service level, and utilisation. With practical advice and real-world context, these resources help you maintain control of workload without creating burnout or disengagement.
