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ContactCenterWorld - Definition
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Phrase: Agent Occupancy
Definition:
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.
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Your search for 'Agent Occupancy' has returned 9 search results
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Your search for 'Agent Occupancy' has returned 9 search results
 | Melissa Moses Client Service Specialist Nedbank  South Africa3 Connections |
8 Records Found
| Agent Occupancy /define.aspx?id=ebd26526a53a4bf08efd17b192ca6ee5 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 |
| hiring starts for new call center in lacy lakeview /view/contact-center-news/hiring-starts-for-new-call-center-in-lacy-lakeview.aspx occupancy date it first announced empereon reportedly will put 700 to 900 people to work there some making at least 12 an hour as required by the waco mclennan county economic development corp which ha |
| Metro Bank Engages Employees for Better Customer Service /view/contact-center-news/metro-bank-engages-employees-for-better-customer-service-with-nice-workforce.aspx agent productivity at the bank branches and contact centers the nice wfm solution will also help boost employee motivation with a smartphone application for mobile access to wfm scheduling features nic |
| How to Increase Call Center Occupancy Rate /company/blog/3ccontactservices/?id=8943c351-a9d5-4c64-869f-7f9a2e21ccb3 the call center occupancy rate is one of the important metrics that call centers use to evaluate and improve their service the call center occupancy rate refers to the percentage of time that an agent |
| What is Occupancy in a Call Center? /company/blog/3ccontactservices/?id=8c3447af-2fe0-4694-b778-dc425fdfc171 occupancy in contact centers and call centers is important call centers use many metrics to evaluate and improve on their services and one of those is occupancy rate by looking at occupancy rate call c |
| Banking Call Center Metrics: What is Important? /company/blog/monetsoftware/?id=ecd1260e-1c91-454f-b23d-755b7e3c7618 agent occupancy closely related to schedule efficiency is the time agents spend on the clock but not answering calls when staffing and scheduling is handled correctly agents should be busy but not over |
| NICE Workforce Management Reduces Costs and Increases Productivity for Oi Telecom Group /view/contact-center-news/nice-workforce-management-reduces-costs-and-increases-productivity-for-oi-telecom.aspx contactcenterworldra'anana israel feb 17 2016 nice systems nasdaq nice announced that oi telecom group has achieved a cost reduction higher productivity and increased agent occupancy with nice workforc |
| Integrating Quality Management and Workforce Management in Contact Centers /view/contact-center-article/integrating-quality-management-and-workforce-management-in-contact-centers.aspx agent occupancy agent adherence and efficiency of resources agents were evaluated on speed rather than building their company relationship with customers and management lacked a complete picture of the |
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