ON-DEMAND WEBINAR

The Perfect Balance of Occupancy, Utilization, and Productivity

Every well-run contact center monitors these three metrics carefully. But what do they actually mean? How you measure and improve them? And how do you make sure that you don’t compromise other KPIs while focusing on these three?

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Explore the "Goldilocks zone" with WFM experts - where these KPIs are not too high, not too low, but just right. Learn how to find the right balance today with actionable tips and AI-powered solutions.

In this webinar, you will:

  • Understand the nuances of three essential KPIs
  • Learn top tips to constantly improve these metrics
  • Explore how AI tools enhances workforce optimization

Topics in this webinar

Occupancy

Understand the ideal occupancy range and how to measure it effectively. Learn strategies to increase occupancy without overburdening your team.

Utilization

Discover methods to improve utilization by managing downtime efficiently. Explore actionable tips to optimize performance while avoiding burnout.

Productivity

Learn to balance productive time, such as work and training, with absence and breaks. Uncover ways to reduce shrinkage and boost productivity.