Abandon rate Agent burnout Schedule adherence 
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.
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.
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