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Articles - Utilisation

Discover our range of materials on utilisation in contact centres, to optimise agent productivity and operational efficiency.

Contact Centre Occupancy and Utilization video cover with Ray Agar

Video: Top Tips to Optimize Occupancy and Utilization

utilization graph

What Is Utilization?

different coloured figures

Difference Between Occupancy and Utilization

Resource Utilization

Is There a Utilization Calculation?

office set up

Seat Utilization Ratio

Woman using a calculator, making calculations and checking business statistics

How to Calculate Call Centre Agent Utilisation – the Formula

What Is the Difference Between Occupancy and Utilisation?

A laptop with graphs on one side and money on the left

The Top 10 Most Important Call Centre Metrics

call centre abbreviations

Call Centre Abbreviations to Speed up Wrap Time

How Do I… Remove Average Handling Time (AHT) as an Agent Target?

coloured clock

29 Tips for Improving Average Handling Time (AHT)

Homeworking and Happy: The Advantages of Virtual Agents

phone keypad

18 ways to Improve Outbound Dialling

What Should a Future Performance Management System Look Like?

19 Predictions for the Future of the Contact Centre

Seven Deadly Sins of Call Quality Monitoring

collection reports

Call Recording Reports

Dialler Strategy

A Beginner’s Guide to Adherence Management

What to Measure and Manage in your Call Centre

injixo WFM Survey 2025 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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