eBook
Occupancy, utilization
and productivity
The little book that tells you everything you need to know
Occupancy, utilization, and productivity. Three familiar metrics that are critical to managing and planning every contact center. The problem is, they all sound very similar and are sometimes confused with one another. In this eBook, we demystify these three terms and equip you to understand them, measure them, and improve them.
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What you'll find inside
Definition
First, we explain what each of the metrics means and why it is important.
Calculation
Second, we provide easy-to-understand formulas for calculating them.
Optimization
Finally, we provide practical recommendations for improving all three metrics.
