Tag: occupancy
The SBR Balancing Act
Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in...
Top 5 Posts in May
Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to...
The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)
All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not...
Multitasking and Long-Term Planning
Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...
