Occupancy

Agent utilization (occupancy) in a small call center

Ask the Expert -  Agent utilization or occupancy is higher in a smaller call center, says expert Lori Bocklund. Find out why in this call center response.

Call center utilization (occupancy) -- tips on using and calculating

Ask the Expert -  Expert Lori Bocklund gives tips on how to calculate call center utilization, or occupancy, and how to best use and interpret this metric.

Calculating the call center agent seat utilization ratio

Ask the Expert -  Lori Bocklund explains how to calculate the seat utilization ratio for a call center with a formula using call center agents and number of call center seats.

Call center agent occupancy vs. agent adherence

Ask the Expert -  Learn the differences between two important call center metrics -- occupancy and adherence -- in this expert tip from Lori Bocklund.

Service level in the call center: How does it impact utilization and costs?

Ask the Expert -  Expert Lori Bocklund explains sevice level in the call center and its effect on utilization and costs.

How is call center agent utilization calculated?

Ask the Expert -  Learn how to calculate call center agent utilization and the best ways to use this metric in this call center tip from Lori Bocklund.

Call center terms and definitions -- utilization, attrition, occupancy, shrinkage

Ask the Expert -  Lori Bocklund reviews common call center terms including attrition, utilization, occupancy, shrinkage in this expert tip.