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Profit and Loss Statement (P&L) basics for Contact Center Leaders ( PART 1)

Profit and Loss Statement (P&L) basics for Contact Center Leaders ( PART 1)

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Communication platforms have immense potential for use in eLearning; they add an enhanced level of communication features that so many LMS crave. Here are 5 reasons why I believe you should start using communication platforms alongside your LMS.

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Utilization Rate in the Contact Center

Utilization Rate in the Contact Center

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KPI that help us to understand how our labor cost gets impacted by focusing on our agent’s productivity. UTILIZATION is a concept that oftentimes gets misunderstood and even confused with OCCUPANCY. If you haven’t checked my previous article about Occupancy, I encourage you to scroll to the bottom of the page and learn more about this other concept.

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