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Remove Abandon rate Remove Agent burnout Remove Schedule adherence Related Topics
Service level Average Handle Time contact center solutions Metrics Employee engagement Customer retention Contact Center Coaching Self service Customer Service More Related Topics >
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The Role Of Employee Self-Service In Workforce Management

Playvox

JULY 31, 2023

Ensuring that employees can be a part of managing their schedule has big benefits. Improvements in schedule adherence , occupancy rates , and efficiency mean the return on investment (ROI) on WFM is potentially enormous when you find an effective workforce management solution.

Self service 85
Self service Management Coaching Contact Center 85
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How to Calculate Occupancy Rate in a Call Center

Fonolo

NOVEMBER 3, 2015

Why Your Call Center Needs to Watch Abandon Rates. ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). Keeping a close eye on the occupancy rate allows contact center managers to prevent agent burnout.

Call Center 52
Call Center Average Handle Time Schedule adherence Agent burnout 52
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