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Articles - Utilisation

Discover our range of materials on utilisation in contact centres, to optimise agent productivity and operational efficiency.

Video Image: Top Tips to Optimize Occupancy and Utilization

Top Tips to Optimize Occupancy and Utilization

utilization graph

What Is Utilization?

different coloured figures

Difference Between Occupancy and Utilization

Resource Utilization

Is There a Utilization Calculation?

Seat Utilization concept with row of desks

Seat Utilization Ratio in Contact Centres

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

What Is the Difference Between Occupancy and Utilisation?

A laptop with graphs on one side and money on the left

The Top 10 Most Important Call Centre Metrics

call centre abbreviations

Call Centre Abbreviations to Speed up Wrap Time

How Do I… Remove Average Handling Time (AHT) as an Agent Target?

coloured clock

29 Tips for Improving Average Handling Time (AHT)

Homeworking and Happy: The Advantages of Virtual Agents

phone keypad

18 ways to Improve Outbound Dialling

What Should a Future Performance Management System Look Like?

19 Predictions for the Future of the Contact Centre

Seven Deadly Sins of Call Quality Monitoring

collection reports

Call Recording Reports

Dialler Strategy

A Beginner’s Guide to Adherence Management

What to Measure and Manage in your Call Centre

Five9 Business Leaders CX Report 2025 Box

Editor's Pick

Thumbnail How to Practice Patience in Customer Service

How to Practice Patience in Customer Service

Thumbnail The Worst Examples of Saying “Sorry” to Customers

The Worst Examples of Saying “Sorry” to Customers

Thumbnail 15 Award-Winning Ideas from Teleperformance Contact Centre

15 Award-Winning Ideas from Teleperformance Contact Centre

Thumbnail Top Tips for Digital Channels – Forecasting and Scheduling

Top Tips for Digital Channels – Forecasting and Scheduling

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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