Articles - Utilisation
Agent utilisation is a key indicator of how effectively your contact centre resources are being used, but managing it well takes more than just tracking numbers. This hub brings together expert articles, practical guides, and performance insights on understanding and optimising utilisation rates. Explore how factors like shrinkage, scheduling, and occupancy affect utilisation, and how to strike the right balance between efficiency and employee engagement. With data-driven advice and proven techniques, these resources help you achieve high productivity without sacrificing quality or morale.
