The Leading Contact Centre Magazine

Articles about Utilisation

Woman using a calculator, making calculations and checking business statistics

How to Calculate Utilisation

2,726

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What Is the Difference Between Occupancy and Utilisation?

5,503

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Contact Centre Jargon and Terminologies

193,159

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The Top 10 Most Important Call Centre Metrics

125,826

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List of Call Centre Abreviations

Call Centre Abbreviations to Speed up Wrap Time

10,225

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

4,178

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29 Tips for Improving Average Handling Time (AHT)

21,994

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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

674

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Homeworking and Happy: The Advantages of Virtual Agents

3,556

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phone-keypad

18 ways to Improve Outbound Dialling

7,661

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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

4,706

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What measures do you use in your call centre

One Third of Contact Centres Measure a Net Promoter Score

3,083

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What Should a Future Performance Management System Look Like?

6,016

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19 Predictions for the Future of the Contact Centre

8,733

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Seven Deadly Sins of Call Quality Monitoring

17,910

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Example Reports

Call Recording Reports

4,768

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Dialler Strategy

19,004

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A Beginner’s Guide to Adherence Management

29,301

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What to Measure and Manage in your Call Centre

62,339

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