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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.

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.

Address

GWFM USA    Global WFM USA
#73. South Carolina, USA

GWFM Canada     Global WFM Canada

471. Elm Drive, Mississauga, Canada
 GWFM India GWFM APAC 
A-405 Shreem Brezee ,Vansanthpura Road, Bangalore 560111, India 

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