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StoreContactCenterWorld - 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 13 search results
12 Records Found
Your search for 'Agent Occupancy' has returned 13 search results
 | Melissa Moses Client Service Specialist Nedbank  South Africa3 Connections |
12 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 |
| 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 |
| Adherence – from a strategic & employee perspective /company/blog/teleopti/?id=7b78b421-1f6b-4a18-8ef6-a2ed40b3ffd7 agent stress levels not making strategic decisions about adherence &ndash or not making the right ones &ndash often leads to sub optimization and agent discomfort the areas addressed recommended here a |
| Call Center Metrics: 4 Pitfalls You Need to Avoid [Whitepaper] /company/blog/fonolo/?id=bdca92ba-f1aa-4ee8-8107-66baad0f01bb occupancy rate average handle time service levels and abandonment rate this is a synopsis of each pitfall click here to get the full detailed report 1 pitfalls in measuring occupancy rate occupan |
| 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 |
| Demystifying The Occupancy Rate in Your Call Center /company/blog/fonolo/?id=c8b97cc7-17f6-4c02-ad34-5f5c53957044 in our on going effort to demystify call center metrics let&rsquos take a look at &ldquooccupancy rate&rdquo this is basically a measure of how &ldquobusy&rdquo call center agents are when they are at |
| How to Develop a Productive Agent Occupancy Rate /company/blog/executiveboutique/?id=0b1fb573-2d78-4210-b563-9434920657d7 just because your agents are busy doesn&rsquot necessarily mean that they are productive agent occupancy rates are often taken as mere values that indicate the amount of workload agents are handlin |
| Addison Lee /view/contact-center-case-study/addison-lee.aspx agent effectiveness and occupancy and ensure efficient planning and forecasting of call volumes and staffing levels at the company&rsquos contact centre sabio solutionaddison lee wanted to work with an |
| 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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