eBook

Occupancy, utilization
and productivity

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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.

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Calculation

Second, we provide easy-to-understand formulas for calculating them.

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Optimization

Finally, we provide practical recommendations for improving all three metrics.

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