ContactCenterWorld - Definition
Percentage of time that call agents actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours.
ContactCenterWorld - Search Results
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a percent of logged in time agents spend in active contact handling such as on incoming calls on outbound calls and in wrap up activity
percentage of time that call agents actually spend handling incoming calls against the available or idle time which is determined by dividing workload hours by staff hours percent utilization
|5 Ways to Strike the Right Balance: Occupancy and Shrinkage|
occupancy and reduce shrinkage utilising agent time in the contact centre is rather like finding the right kpis focus too heavily on what matters internally and you&rsquoll lose sight of what really ma
|Pizza 73 Opens New Head office & Distribution Centre in Northwest Edmonton|
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|Research Now SSI Resumes Call Center Operations in Davao|
occupancy permit from the philippine economic zone authority peza and the office of building officials obo the new location will initially accommodate approximately 300 telephone interviewers in additi