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Articles - Occupancy

Discover our range of materials on managing occupancy in contact centres, to ensure optimal staffing and productivity levels.

Contact Centre Occupancy and Utilization video cover with Ray Agar

Video: Top Tips to Optimize Occupancy and Utilization

occupancy pie chart

What Is Occupancy?

abstract numbers

What Is the Right Figure for Contact Centre Occupancy?

linked wooden people

How to Calculate Occupancy On Back Office

different coloured figures

Difference Between Occupancy and Utilization

circled date on calendar

How Can I Calculate Agent Availability %?

Time and calendar concept

How Do You Calculate Chat Occupancy?

relationship with occupancy

Relationship of Shrinkage and Phone Occupancy

Maximum Occupancy the Most Common Resource Planning Mistake

Video: Maximum Occupancy – The Most Common Resource Planning Mistake

Person looking confused holding abacus

How to Calculate Staffing in a Contact Centre

Why Should Your Occupancy Rate NOT Exceed 85%?

A photo of the word "occupancy" on a computer

Occupancy in Contact Centres: Definition, Impact and Management

What Is the Difference Between Occupancy and Utilisation?

How to Calculate Productivity in the Contact Centre

An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow

What Are the Industry Standards for Call Centre Metrics?

Person using a calculator with the words calculate contact centre occupancy

How to Calculate Occupancy in the Contact Centre

A black calculator with pen on solid blue background with the erlang c formula

Erlang C Formula – Made Simple With an Easy Worked Example

The Best KPIs to Use in Your Call Centre

10 Things You Need When Calculating How Many Contact Centre Advisors You Need

Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner

kpi definition

What is a Key Performance Indicator (KPI)?

How Do I… Manage and Schedule Multi-Skilled Agents?

blender fruit

What is a Blended Agent?

14 Ideas for Your Team Incentive Programmes

Assembled Forecasting Template V2 box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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