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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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How animation-based learning can improve your online

How animation-based learning can improve your online

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Unlike in the past, learners’ attention spans are short. Many do not have the patience to go through course content especially when nothing seems to catch their eye. Over the years, animation has become a powerful tool in the eLearning industry. So, let’s find out what are the benefits of animation-based learning?

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How to use your LMS flawless to increase its effectiveness

How to use your LMS flawless to increase its effectiveness

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With more than 1.2 billion children in 186 countries affected by school closures due to the COVID-19, the whole education system has been forced to evolve toward new formats of offering models. Prior to the pandemic, the online, more considered as a “nice to have” tool is now becoming a necessity.

It’s time to start spending your time in a way that lights you up. I’m here to help you map out the steps & guild you along the way.

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