The Leading Contact Centre Magazine

Articles about Utilisation

Woman using a calculator, making calculations and checking business statistics

How to Calculate Utilisation

3,492

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What Is the Difference Between Occupancy and Utilisation?

10,993

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Contact Centre Jargon and Terminologies

205,518

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The Top 10 Most Important Call Centre Metrics

131,865

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List of Call Centre Abreviations

Call Centre Abbreviations to Speed up Wrap Time

12,244

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

4,539

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29 Tips for Improving Average Handling Time (AHT)

22,925

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Poll – What KPIs do you rely on most?

Fewer Than 40% of Contact Centres View Average Handle Time (AHT) as a Key KPI

691

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Homeworking and Happy: The Advantages of Virtual Agents

3,618

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phone-keypad

18 ways to Improve Outbound Dialling

8,248

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What-measures-do-you-use-in-your-Contact-Centre

CSAT is Still the Most Used Metric in the Contact Centre Industry

4,724

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What measures do you use in your call centre

One Third of Contact Centres Measure a Net Promoter Score

3,097

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What Should a Future Performance Management System Look Like?

6,065

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19 Predictions for the Future of the Contact Centre

8,792

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Seven Deadly Sins of Call Quality Monitoring

18,156

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Example Reports

Call Recording Reports

4,890

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Dialler Strategy

19,586

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A Beginner’s Guide to Adherence Management

30,838

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What to Measure and Manage in your Call Centre

62,842

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