WEBINAR RECORDING

The Goldilocks Effect: The Perfect Balance of Occupancy, Utilization, and Productivity

Occupancy, utilization and productivity. Three familiar metrics that every well-run contact center manages 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?

In this webinar with three contact centre WFM thought leaders, we find out how to get these KPIs not too high, not too low but just right. You’ll learn valuable strategies that you can put to work straight away.

Note: This webinar has already been hosted. But don't worry, you can sign up to watch the recording.

In this webinar, you will learn

Occupancy, utilization and productivity: definition and measurement
Top tips for constantly improving these vital metrics
How to balance occupancy, utilization and productivity with other KPIs

Our panelists

KERRY TURNEY

Kerry is a contact centre professional with over 10 years’ experience of resource planning, operations delivery and change management. She has worked with multiple different contact centre and WFM platforms, having sourced, implemented and maintained them.

RAY AGAR

Ray is an accomplished professional in contact centres and WFM. With over 20 years’ experience in Finance, Telecom, BPO and Public Sector, Ray has a wealth of knowledge and a proven track record of optimizing workforce efficiency and enhancing service delivery.

CHRIS DEALY

Chris has specialized in workforce management for over 20 years. He has written countless articles and hosted many well-regarded webinars on the subject.